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<media-type>.pull-from-history-isenabled

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately.


Specifies whether it is possible to pull an interaction of the specified media type from Contact History.
This option is applicable only if at least one of the following privileges has been granted to the agent: "Contact - Can Pull From Queue", "Contact - Can Pull Interactions In Shared Workbins", "Contact - Can Pull Interactions In Workbins Not Owned By The User".
Before enabling this function for a given workitem media type, ensure with your plug-in vendor that this feature is correctly supported.

<media-type>.auto-answer.enable-reject

Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: At the next interaction.
Dependencies: <media-type>.auto-answer, <media-type>.auto-answer.timer
Introduced: 8.5.105.12

When the <media-type>.auto-answer option with matching media type is set to true and <media-type>.auto-answer.timer is greater than 0, this option specifies if the reject button should be enabled when the corresponding privilege is granted. Privilege InteractionWorkspace.Voice.canRejectCall, or InteractionWorkspace.<media-type>.canDecline for open media. Note that for outbound push-preview interactions, the applicable option is 'outbound.push-preview.auto-answer.enable-reject'. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

<media-type>.auto-answer.timer

Section: interaction-workspace
Default Value: 0
Valid Values: any integer greater or equal to 0
Changes Take Effect: At the next interaction.
Dependencies: <media-type>.auto-answer
Introduced: 8.5.105.12
Related Options: outbound.push-preview.auto-answer.timer

When the <media-type>.auto-answer option with matching media type is set to true, this option specifies the time in seconds after which the incoming interactions of this type is automatically answered. A value of 0 means immediate auto-answer. Note that for outbound push-preview interactions, the applicable option is outbound.push-preview.auto-answer.timer. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

<media-type>.auto-answer

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


Specifies whether a workitem interaction of the specified type is accepted automatically when an Interaction Server Invite event is received. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

openmedia.workitem-channels

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid Media Types.
Changes Take Effect: When the application is started or restarted.


Specifies the list of Workitem channels that are used by the agent.

login.<media-type>.is-auto-ready

Section: interaction-workspace
Default Value: false
Valid Values: true,false
Changes Take Effect: When the application is started or restarted.


Specifies whether the indicated workitem channel is automatically set to the Ready state at login.

login.<media-type>.can-unactivate-channel

Section: interaction-workspace
Default Value: false
Valid Values: true,false
Changes Take Effect: When the application is started or restarted.


Specifies whether the agent can select and unselect (auto-login or not auto-login) the specific Workitem channel.

intercommunication.<media-type>.routing-based-actions

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid operation names from the following list: OneStepTransfer.
Changes Take Effect: At the next interaction.


Use this option as a template for any specific workitem media type to define the list of 'routing based' actions that an agent is allowed to perform for the specified workitem media-type.

intercommunication.<media-type>.routing-based-targets

Section: interaction-workspace
Default Value:
Valid Values: A comma-separated list of valid object types from the following list: Agent, InteractionQueue
Changes Take Effect: At the next interaction.
Dependencies: intercommunication.<media-type>.routing-based-actions

Use this option as a template for any specific workitem media type to define the list of targets that are contacted through the routing based mechanism for the requests that are defined in the option intercommunication.<media-type>.routing-based-actions.

Note: The targets AgentGroup and Skill are always addressed through routing; therefore, they are not affected by this option.

intercommunication.<media-type>.queue

Section: interaction-workspace
Default Value:
Valid Values: Name of a valid Script object of type InteractionQueue
Changes Take Effect: At the next interaction.


Use this option as a template for any specific workitem media-type to specify the name of the Interaction Queue that is used by the 'routing based' feature for the specified workitem media-type. The following attached data are added by Interaction Worskpace: IW_RoutingBasedOriginalEmployeeId,IW_RoutingBasedTargetId,IW_RoutingBasedTargetType,IW_RoutingBasedRequestType.

Workitems

Workitems are custom media types or tasks that are processed by the intelligent Workload Distribution (iWD) solution. iWD is an application that works with the Genesys Customer Interaction Management (CIM) Platform to distribute tasks to the resources that are best suited to handle them. It is a collection of software components for:

  • Capturing tasks from various enterprise work sources.
  • Applying business rules to classify, prioritize, and reprioritize the tasks.
  • Routing the tasks to agents or knowledge workers in the enterprise.
  • Monitoring and reporting on the intraday and historical status of the tasks and the task handling.

Refer to the intelligent Workload Distribution Deployment Guide for more information.

You must define workitems in Configuration Server (refer to Genesys Administrator Extension Help and the eServices (Multimedia) documentation for information about defining Business Attributes (Media Type) in Configuration Server).

Workspace employs the following privileges for all Workitem interactions:

  • Can Use WorkItem Channel
  • Can One Step Transfer
  • Can Set Interaction Disposition

You use the following options in the interaction-workspace section to configure Workitem interactions:

IW_RoutingBasedOriginalEmployeeId, IW_RoutingBasedTargetId,
IW_RoutingBasedTargetType, IW_RoutingBasedActionType.

Provisioning the Workitems feature

Procedure

Enabling an agent to use Workitems to handle custom media types

Purpose:

To enable an agent to use custom media types as Workitem interactions.
Prerequisites

  • Genesys Administrator 8.0.2 or higher, configured to show Advanced View, or Genesys Administrator Extension.
  • A working knowledge of Genesys Administrator Extension.
  • A Workspace Application object exists in the Configuration Database.
  • Workspace has a connection to Universal Contact Server (optional, depending on the workitem type).
  • Workspace has a connection to Interaction Server.
  • The Procedure: Enabling agents to manage contacts.

Start

  1. In Genesys Administrator Extension, add the Workitem media in the Media Type Business Attribute. (refer to Genesys Administrator Extension Help and Genesys Administrator Extension Deployment Guide for information about defining Business Attributes in Configuration Server ).
  2. Update the capacity rules for the Workitem (refer to Genesys 8 Resource Capacity Planning Guide).
  3. Allow the Workitem privileges (see Workitem Privileges) for the role to which the agent is assigned (refer to the Procedure: Creating a Role and allowing a Workspace privilege and assigning a Role to an agent or agent group).
    • Can Use Workbins
    • Can One Step Transfer
  4. Configure the Workitem options in the interaction-workspace section of the Workspace Application object (refer to the Workitem configuration option reference for a list of Workitem options and a description of how to configure them).
    Tip

    For information about configuring Load Balancing and Business Continuity, refer to Runtime Connection Logic in the eServices Load Balancing Business Continuity section of the Business Continuity and Disaster Recovery topic. Added: 8.5.109.16

  5. Configure the options that support Workitems (refer to Workitems).

End

Workitem Can Mark Done privilege

The Can Mark Done privilege controls how workitems are marked as done.

When this privilege is allowed, the Done button is displayed in the toolbar when an inbound workitem is presented. If an agent clicks Done, the inbound workitem is terminated (removed from the Business Process). It will then not be possible to submit any corresponding outbound reply from the interaction view. It can only be reopened from the Contact History.

When this privilege is not allowed, the Done button is not displayed when an inbound workitem is displayed. The agent must handle the workitem by replying to it, transferring it, or placing it in a workbin.

Open In-progress Workitems from History

You can enable agents to open a workitem of a specified media type that is in progress and in a workbin or a queue and is not assigned to any agent that is listed in the contact history for that interaction. This feature enables an agent to immediately work on the workitem before it is assigned. This feature is useful for an agent who is interacting with a contact on another media channel.

To enable this feature, for the agent, agent group, or application object, allow the following privileges and set the value of the <media-type>.pull-from-history-isenabled option to true:

  • Contact - Can Pull From Queue
  • Contact - Can Pull Interactions In Shared Workbins
  • Contact - Can Pull Interactions In Workbins Not Owned By The User

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