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Standard Responses options

[Modified: 8.5.112.08, 8.5.117.18, 8.5.118.10]

standard-response.auto-append-star-to-search

[Added: 8.5.117.18]

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next search.
  • Description: Specifies whether an asterisk ("*") character is automatically appended to a Standard Response keyword search to force a starts with search. When searching in languages, such as Chinese or Japanese, set this option to false and set up a CJK Analyzer in Universal Contact Server.

standard-response.field.<[Agent.]CustomFieldCode>

[Added: 8.5.112.08]

  • Default Value: ""
  • Valid Values: Any valid text string.
  • Changes take effect: At the next interaction.
  • Description: In the name of the option, CustomFieldCode represents a field code that is called in a Standard Response object created in Knowledge Manager and stored in Universal Contact Server. Use this option to specify a custom field code such as an agent nickname, role, department, or other qualification. The value of the option is specific to the agent, agent group, tenant, or application. Refer to Enabling the Standard Responses feature for more information.
The value of this option represents the data that is used to populate the corresponding field codes when a Standard Response is inserted into an interaction. You can format CustomFieldCode to represent a custom agent attribute using the following pattern: Agent.<CustomAgentAttr>, or any custom attribute by dropping the agent modifier: <CustomFieldCode>.
Examples:
  • standard-response.field.Agent.Nickname = Lee
  • standard-response.field.Department = Sales

standard-response.categories

  • 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.
  • Description: 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 value $All$ is specified, then Standard Responses for all the Category 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.default-search-type

  • Default Value: AllKeywords
  • Valid Values: AnyKeyword, AllKeywords, or ExactText.
  • Changes take effect: At the next interaction.
  • Description: Specifies the default search type that is used to search for text in Standard Response Library. If empty, the default search type is AnyKeywords.

standard-response.enable-usage-feedback

  • Default Value: true
  • Valid Values: true, false
  • Changes take effect: At the next interaction.
  • Description: Specifies whether the usage information of the Standard Response Library is populated in the interaction record in Universal Contact Server (UCS) so that it can be read by the Training Server.

standard-response.languages

  • 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.
  • Description: 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.shortcuts.<keyword>

[Added: 8.5.118.10]

  • Default Value: ""
  • Valid Values: The path to a standard response as defined in Knowledge Manager or eServices Manager.
  • Changes take effect: At the next interaction.
  • Description: Specifies the path to a standard response as defined in Knowledge Manager or eServices Manager. The name of the option defines a keyword that agents can enter into an editor view, along with a prefix that is defined by the editor.shortcuts.prefix option and Ctrl+Space, to automatically add the standard response to the interaction.

standard-response.suggested-responses-min-relevancy

  • Default Value: 50
  • Valid Values: An integer between 0 and 100.
  • Changes take effect: At the next interaction.
  • Description: Specifies the minimum level of relevancy above which Suggested Responses will be shown from the Standard Response Library.

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This page was last modified on October 26, 2018, at 06:33.