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Section interaction-workspace

Tip
For the most up to date Workspace Desktop Edition configuration options, see the Genesys Configuration Option Database.

These options can be configured on the following Configuration Layer objects:

  • Workspace Application object
  • Tenant
  • Agent Group
  • Agent

The options are grouped into the following categories:

  • Accessibility: Options that enhance the application for hearing and visually impaired agents
  • Active Recording: Options that control how agents use Active Call Recording and Screen Capture functionality.
  • Agent status: Options that control how agents set their Ready status
  • Alert: Options that control the display of warning messages.
  • Application: Options that control the default window display behavior.
  • Broadcast: Options that control how broadcast messages appear and behave
  • Business Continuity: Options that control the behavior of Workspace during a long term loss of connection to the primary host site.
  • Callback Options: Options that control the various features of the Callback view.
  • Case Data: Options that control the display of Case Data.
  • Channel Information: Options that control the display of the media prompt window.
  • Chat: Options that control the appearance and behavior of the Chat interface
  • Chatserver: Options that control the connectivity parameters, like ADDP settings, between Workspace and Chat Server.
  • Contact: Options that control contact management
  • Disaster Recovery: Options that control the behavior of Workspace during a long term loss of connection to the primary host site. See Business Continuity options.
  • Display formats: Options that control the appearance of various text elements in the various application windows
  • E-Mail: Options that control the appearance and behavior of the E-Mail interface
  • Editor: Options that control the display of fonts in text editor boxes in Workspace.
  • eServices: Options that control the use of eServices licenses
  • Expression: Options that control the parsing of phone numbers in contact interaction
  • Statistics Gadget: Options that control the use and appearance of the Statistics Gadget
  • General: Options that control the general behavior of Workspace.
  • GUI: Options that control the availability of themes in the user interface.
  • IM: Options that control the appearance and behavior of the Internal Instant Messaging interface
  • Interaction: Options that control the behavior and appearance of various elements related to the Interaction window
  • Interaction Bar: Options that control the display of the Interaction Bar.
  • Interaction Management: Options that control the way that Team Leads view and manage interactions in Queues and Workbins for their team members.
  • Intercommunication: Options that control the routing of internal IM and voice interactions
  • Keyboard: Options that enable keyboard shortcuts
  • KPI: Options that control the display of My Statistics (KPIs) on the agent Workspace
  • License: Options that control how Workspace interacts with License Reporting Manager.
  • Log: Options that control logging of the application
  • Login: Options that control the appearance and behavior of the agent login window
  • Logout: Options that control the behavior of agent log out from Workspace.
  • Main view: Options that control the behavior of the Main Window
  • Open Media: Options that enable open media features
  • Options: Options that specify where the agent object configuration is stored.
  • Outbound: Options that enable agents to participate in outbound campaigns
  • Presence: Options that control how agent presence is evaluated and displayed.
  • Printing: Options that control the display of the Print Preview feature.
  • Reporting: Otpions that specify how agent activities are reported to the Genesys back-end.
  • Security: Options that control the timing and behavior of the keyboard and mouse inactivity timeout feature and other security features
  • SIP Endpoint: Options that control the functionality and display of Workspace SIP Endpoint enabled interactions
  • Screen Recording: Options that control the automatic Screen Recording functionality.
  • SMS: Options that control the appearance and behavior of the SMS interface
  • Sounds: Options that specify the name and location in the application folder of audio files that are to be pre-loaded when an agent logs in.
  • Spellchecker: Options that control the use of corporate dictionaries in the spelling check feature
  • Standard Responses: Options that control the functionality and display of the Response view
  • Statistics: Options that control the display of contact center statistics on the agent Workspace
  • System Tray: Options that control the display of the tooltip that is displayed in the System Tray.
  • Team Communicator: Options that control the appearance and behavior of the Team Communicator
  • Team Lead: Options that specify the scope of monitoring that is to be used for voice interactions in environments that use SIP Server or Cisco UCM
  • Toast (Interactive Notification): Options that control the appearance and behavior of the interaction preview Interactive Notification
  • View: Options that control the tab order and activation order of windows and menus
  • Voice: Options that control various features of the Voice channel
  • Voicemail: Options that control access to your system voicemail
  • Web Callback: Options that control the various features of the Web Callback channel
  • Webproxy: Options that control the use of a Webproxy for environments where Internet proxies require user authentication
  • Workbin: Options that control various features of Workbins
  • Workitem: Options that control various features of the Workitem channel
  • Miscellaneous: Options that control the appearance of the Workspace application windows, the recording of options, the evaluation of presence, the enabling of RBAC, and many other miscellaneous features
This page was last edited on May 8, 2020, at 17:31.
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