Work Items

Purpose: To provide information about customizable commands.

Learn about Work Items

Work items are extended interactions that your application can configure through the Configuration Manager. Basically, they implement the open media interactions. The commands presented in this page are restricted to the work items. In addition to the work-items commands, you can use:

• Open Media to place interactions in a given queue, move them to workbins, and so on.

Important

Read Use Customizable Commands to see code snippets which demonstrate the usage of the commands.

Managing Work Items

The commands presented in this section are specific to work item interactions and cover the following features (this list is not exhaustive):

• Accept or decline a given work item;
• Pull and place in workbins;
• Close or stop the interactions.

Chains of Commands to Manage Workitems

Default Commands	Parameters
Chain InteractionWorkItemAccept
Accept	CommandParameter: IInteractionOpenMedia - Genesyslab.Desktop.Modules.OpenMedia.Model.Interactions.IInteractionOpenMedia Extensions: KeyValueCollection
Chain InteractionWorkItemDecline
Decline	CommandParameter: IInteractionOpenMedia Reasons: KeyValueCollection - Genesyslab.Enterprise.Commons.Collections.KeyValueCollection Extensions: KeyValueCollection
Close	CommandParameter: IInteractionOpenMedia
Chain InteractionWorkitemMarkDoneById
GetEsdkInteraction Available since: 8.5	CommandParameter: String
IsDispositionMissing Available since: 8.5	EsdkOpenMediaInteraction: IOpenMediaInteraction - Genesys.Enterprise.Model.Interaction.IOpenMediaInteraction
ConfirmWorkitem	ActionToConfirm: String - System.String ConfirmParentWindow: Window - System.Window.Window
MarkDoneIdWorkitem	CommandParameter: String WorkbinId: String
Chain InteractionWorkItemMoveToWorkbin
IsContactModified	CaseId: String
IsWorkbinDestinationDefined	WorkbinId: String WorkbinOptionName: String CommandParameter: IInteractionOpenMedia IgnoreInteractionFromWorkbinId: String Added in 8.5
SetAttachedDadaInformation	CommandParameter: IInteractionOpenMedia
UpdateInteractionUCS	CommandParameter: IInteraction - Genesyslab.Desktop.Modules.Core.Model.Interactions.IInteraction
MoveToWorkbin	CommandParameter: IInteractionOpenMedia WorkbinId: String WorkbinParameter: String WorkbinType: WorkbinType Deprecated in 8.5
UpdateContactInformation	CommandParameter: IInteractionOpenMedia
Chain InteractionWorkItemPossibleToMoveToWorkbin
SetWorkbinDefinition	WorkbinId: String output parameter - System.String output parameter WorkbinOptionName: String, output parameter - System.String, output parameter CommandParameter: IInteractionOpenMedia
IsWorkbinDestinationDefined	WorkbinId: String WorkbinOptionName: String CommandParameter: IInteractionOpenMedia IgnoreInteractionFromWorkbinId: String Added in 8.5
Chain InteractionWorkitemPutBackToOriginalSource
IsContactModified	CaseId: String
PutBackWorkitem	CommandParameter: IInteractionOpenMedia Destination: String Reason: KeyValueCollection Extensions: KeyValueCollection
Close	CommandParameter: IInteractionOpenMedia
UpdateContactInformation	CommandParameter: IInteractionOpenMedia
Chain InteractionWorkItemSearchAndMoveToWorkbin
IsContactModified	CaseId: String
SearchAndMoveToWorkbin
Chain InteractionWorkitemWorkflowFromInteractionESDK
ESDKWorkflow	CommandParameter: IIOpenMediaInteraction - Genesyslab.Enterprise.Model.Interaction.IIOpenMediaInteraction Workflow: String Reasons: KeyValueCollection Extensions: KeyValueCollection AttachedDataInformation: IDispositionCode - Genesyslab.Desktop.Modules.Core.Model.Interactions.IDispositionCode DispositionCode: KeyValueCollection
Commands common to all interactions
Chain InteractionSetAttachedDataWithDelay
SetAttachedData	CommandParameter: IInteraction AttachedData: KeyValueCollection
Chain BundleClose
GetAttachedDataInformationUCS	CommandParameter: IInteractionsBundle - Genesyslab.Desktop.Modules.Core.Model.Interactions.IInteractionsBundle
UpdateNotePadForVoice	CommandParameter: IInteractionsBundle
ResetInteractionChatConsultation	CommandParameter: IInteractionsBundle
IsContactModified	CaseId: String
IsPossibleToClose	CommandParameter: IInteractionsBundle
CompleteDispositionCodeOnBundle	CommandParameter: IInteractionsBundle
Close	CommandParameter: IInteractionsBundle
StopInteractionVoiceUCS	CommandParameter: IInteractionsBundle
GetOutboundPreviewRecord	CommandParameter: ICampaign - Genesyslab.Enterprise.Model.Interaction.ICampaign