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interaction.case-data.content

Section: interaction-workspace
Default Value: History,CaseData
Valid Values:
Changes Take Effect: At the next interaction.


Specifies the content of the Case Information area in the interaction preview.

  • The CaseData key enables the display of the attached data that is defined by the Template loop detected: Template:Optionslink option; the relative order of case data keys can be specified in the configured Business Attribute object as described in that option.
  • The History key enables the display of interaction history information such as 'origin', 'queue', 'call type'. The content displayed in the 'history' block is controlled by the application and the list of keys depends on the context. Administrators do not have control over this content.
  • The order of the values in the option defines the order of the Case Data (as a block) and History (as another block) information in the Case Information area of the interaction preview.
  • This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. Starting from the 8.1.1 release, this option no longer controls the display of case information in the toast view. Please refer to the Template loop detected: Template:Optionslink option for this purpose.

toast.case-data.format-business-attribute

Section: interaction-workspace
Default Value:
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: At the next interaction


Specifies the name of the Business Attribute that contains the Business Attribute Values that are used to filter and render attached data in the toast interaction preview.
This option can be overridden by a routing strategy as described in Deployment Guide.
You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the toast.case-data.order option. This option is a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not listed in option toast.case-data.order are put at the bottom of the list.

Toast options

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

These options control the Interactive Notification features.

toast.case-data.content

  • Default Value: History,CaseData
  • Valid Values: History, CaseData
  • Changes take effect: At the next interaction.
  • Description: Specifies the content of the Case Information area in the interaction preview.
    • The CaseData key enables the display of the attached data that is defined by the toast.case-data.format-business-attribute option; the relative order of case data keys can be specified in the configured Business Attribute object as described in that option.
    • The History key enables the display of interaction history information such as 'origin', 'queue', 'call type'. The content displayed in the 'history' block is controlled by the application and the list of keys depends on the context. Administrators do not have control over this content.
    • The order of the values in the option defines the order of the Case Data (as a block) and History (as another block) information in the Case Information area of the interaction preview.
    • This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. Starting from the 8.1.1 release, display of case information in the toast view is no longer controlled by case information in the interaction view. Please refer to the interaction.case-data.content option for this purpose.

toast.case-data.format-business-attribute

  • Default Value: ""
  • Valid Values: A valid name of a Business Attribute.
  • Changes take effect: At the next interaction.
  • Description: Specifies the name of the Business Attribute that contains the Business Attribute Values that are used to filter and render attached data in the interaction preview. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy. You can define the display order of Business Attribute Values by creating an interaction-workspace section in the annex of the Business Attribute, then add the toast.case-data.order option. This option is a comma-separated list of Business Attributes Value Names that specifies the order of the Business Attribute Values. The Attributes Values that are not listed in the toast.case-data.order option are put at the bottom of the list.

toast.window-title

  • Default Value: ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$) - $Window.Title$
  • Valid Values: $Window.Title$, $Agent.UserName$, $Agent.LastName$, $Agent.FirstName$, $Agent.EmployeeId$, $Interaction.CaseId$, $Interaction.Id$, $Contact.X$, $AttachedData.Y$, $Interaction.MainParty$
  • Changes take effect: Immediately.
  • Description: Defines the title of the Interactive Notification window by specifying a string that contains the following field codes:
    $Window.Title$,$Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.EmployeeId$,$Interaction.CaseId$,$Interaction.Id$,$Interaction.MainParty$,$Contact.X$,$AttachedData.Y$
    Where X is the name of the contact attribute and Y is the name of the attached-data key.
    If all field codes are empty, the following field codes are used:
    $Window.Title$ - $Interaction.MainParty$
This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.
This page was last edited on October 7, 2019, at 16:00.

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