standard-response.languages
Section: interaction-workspace
Default Value: $All$
Valid Values: $All$ or a comma-separated list of one or more language-name Business Attributes
Changes Take Effect: At the next interaction.
Specifies the list of languages that are used to filter the Standard Responses. Agents see only those standard responses that are part of the subtree of the root categories of the specified languages. The language corresponds to a Business Attribute named Language in Knowledge Manager or eServices Manager. If the value $All$ is specified, then Standard Responses for all the Language objects that are defined in Knowledge Manager or eServices Manager are displayed. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
standard-response.categories
Section: interaction-workspace
Default Value: $All$
Valid Values: $All$ or a comma-separated list of one or more Category paths, using the '/' separator as tree level separator.
Changes Take Effect: At the next interaction.
Specifies the list of categories that are used to filter the Standard Responses. Agents see only those standard responses that are part of the subtree of those categories. Each category must be defined using the full access path that must be specified as the root for the agent or agent group to the category; for example: RootCategory1/CategoryLevel1/CategoryLevel2/CategorySpecifiedAsRoot.
If the option is set to $All$ or left empty, then Standard Responses for all the Category objects defined in the Configuration Layer are displayed. If an invalid category name is specified in the option, this category is ignored. If all the specified categories are invalid, the option behaves as if it is empty, resulting in the display of all categories.
This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
standard-response.suggested-responses-min-relevancy
Section: interaction-workspace
Default Value: 50
Valid Values: An integer between 0 and 100.
Changes Take Effect: At the next interaction.
Specifies the minimum level of relevancy above which Suggested Responses will be shown from the Standard Response Library.
standard-response.default-search-type
Section: interaction-workspace
Default Value: AnyKeyword
Valid Values: One of the following values: AnyKeyword, AllKeywords, or ExactText
Changes Take Effect: At the next interaction.
Specifies the default search type that is used to search for text in the Standard Response Library. If empty, the default search type is "AnyKeywords".
Standard Responses Library
This topic is part of a set of topics related to setting up channels and interaction handling.
The Standard Responses Library (SRL) enables you to access a database of pre-written standard responses for interactions. Agents can insert these responses as replies into any email, chat message, or instant message, or they can read them to the contact during a voice interaction.
Agents can modify the contents of a standard response after inserting it into an email, chat message, or instant message.
The following information about the usage of standard responses is provided automatically to the Universal Contact Server by Workspace:
- 0—The agent received suggested responses on the desktop but chose to ignore them and chose another response from the SRL.
- 2—The agent received suggested responses on the desktop, chose one of them, and replied.
- 3—The agent did not receive a suggested response from the content analyzer and chose a standard response from the SRL.
Interaction Workspace employs the following privilege for the Standard Responses Library (SRL):
- Can Use Standard Response Library
You use the following options in the interaction-workspace section to configure the SRL:
- standard-response.default-search-type: Specifies the default search type that is used to search for text in Standard Response Library. If empty, the default search type AllKeywords is used.
- standard-response.suggested-responses-min-relevancy: Specifies the minimum level of relevancy above which Suggested Responses will be shown from the Standard Response Library.
- standard-response.categories—Specifies the Standard Response category names to which the agent is restricted. Only standard responses and sub-category trees of the specified categories are displayed to the agent.
- standard-response.languages—Specifies the Standard Response languages to which the agent is restricted. Only standard responses of the specified languages are displayed to the agent. Languages are defined as Business Attributes in the Configuration Layer.
The standard-response.categories and standard-response.languages options can be overridden by a routing strategy. For example:
- Configure a Transaction object of type list. For example, the object could be named: IW_StandardResponseOverrideOptions.
- In the interaction-workspace section of the Agent configure the following options:
- standard-response.languages = French
- standard-response.categories = Financial Service,HTML,English/Email/Loan
- To the override options add the name of the key to be used in the Routing Strategy to the interaction-workspace section: interaction.override-option-key = IW_OverrideOptions (default).
- To the AttachedData in the strategy, add the following object name: IW_OverrideOptions = IW_StandardResponseOverrideOptions
For more information, refer to Modifying a Routing Strategy to Override Workspace Options, Based on Attached Data.