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Functionality Section



  


ClassicAgent

Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: NewAgent
Introduced: 8.5.214.14

In coordination with the NewAgent option, specifies whether the Classic WFM Agent interface is available.

This option combines with the setting for the NewAgent option in the following ways:

  • NewAgent = true, ClassicAgent = false
    • After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
  • NewAgent = false, ClassicAgent = false
    • After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
  • NewAgent = false, ClassicAgent = true
    • After an agent logs in, only the Classic Agent UI is available.
  • NewAgent = true, ClassicAgent = true
    • After an agent logs in, the Agent UI opens but the option enabling agents to switch to the Classic UI is present in the Log off drop-down menu.

Tip
Switching to the Classic Agent UI from the Agent UI is applicable only to that log-in session. At the next log in, the Agent UI will be presented. If Classic Agent UI is always to be the interface of choice, configure these options as in the third bullet item above.

InsertPayback

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: InsertPaybackException
Introduced: 8.5.212.13

Specifies whether or not agents can insert Payback into schedules without adding an Exception to make up for lost work time.

If this option value is set to true this functionality is enabled and agents can insert Payback without adding an Exception. If this option value is set to false this functionality is disabled and agents cannot insert Payback without adding an Exception.

This option takes effect only if the InsertPaybackException is set to true. If InsertPaybackException is disabled (set to false), then InsertPayback is disabled (set to false).

InsertPaybackException

Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not users can insert Payback Exceptions into schedules to make up for lost work time.

Setting this option value to true enables this functionality and user can insert Exceptions with payback into schedules. Setting this option value to false disables this functionality and user cannot insert these Exception types into schedules.

NewAgent

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: ClassicAgent
Introduced: 8.5.205.07
Modified: 8.5.214.14

In coordination with the ClassicAgent option, specifies whether the latest, redesigned WFM Agent interface is turned on or off.

This option combines with the setting for the ClassicAgent option in the following ways:

  • NewAgent = true, ClassicAgent = false
    • After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
  • NewAgent = false, ClassicAgent = false
    • After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
  • NewAgent = false, ClassicAgent = true
    • After an agent logs in, only the Classic Agent UI is available.
  • NewAgent = true, ClassicAgent = true
    • After an agent logs in, the Agent UI opens but the option enabling agents to switch to the Classic UI is present in the Log off drop-down menu.

Tip
Switching to the Classic Agent UI from the Agent UI is applicable only to that log-in session. At the next log in, the Agent UI will be presented. If Classic Agent UI is always to be the interface of choice, configure these options as in the third bullet item above.

NewSupervisor

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: [auth] provider configuration
Introduced: 8.5.214.14

Specifies whether or not the New UI setting displays in the WFM Web for Supervisors (Classic) interface, providing user access to the new Forecast user interface (UI).

If this option value is set to true, the New UI setting displays in the Supervisors (Classic) UI. If this option value is set to false, the New UI setting is not visible in the Supervisors (classic) UI.

Important
To display the New UI button and make the new Forecast interface accessible to users, the [auth] provider option must be set to wfm. Also, if provider is set in one WFM application, it must be set in all of them (WFM Web, Server, Builder, Data Aggregator).

PreventFraming

Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether the HTTP header X-Frame-Options is added to all JSP pages served by WFM Web.

If this option value is set to true, the header is added and prevents WFM Web pages from loading in the frame being used by the site and served from another domain. WFM Web pages served from the same domain as the one in the frame are allowed.

Use this option as protection from clickjacking.

Tip
Clickjacking, also known as "UI redress attack", is a malicious technique that tricks a Web user into clicking on a button or link on another page when they intended to click on the the top level page, thereby hijacking clicks and routing them a page, most likely owned by another application, domain, or both.

useRolesSecurity

Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies the functionality that is accessible to agents in WFM Web for Agents.

If this option value is set to true, WFM Web ignores Web for Agents-related application settings and instead, uses the role settings configured in Genesys Administrator to determine what functionality agents can access. If this option value is set to false (default), WFM Web uses Web for Agents-related application settings.

Unlike application options that are applicable to all agents, this functionality allows administrators to control Web for Agents functionality for each agent individually or groups of agents.

To learn more about how WFM controls agent access in WFM Web, see Managing WFM Roles and Privileges in GAX.

This page was last modified on July 26, 2017, at 08:29.

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