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

Specifies whether interaction windows are docked or undocked.

  • true: Interaction windows are docked to the interaction bar. Use the interaction-bar.quick-access-modes option to specify pinned or floating mode.
  • false: Interaction windows are undocked from the interaction bar (pre-8.5.0 legacy mode).

Note: In legacy mode, the Main Window layout is the same as when Quick Access is enabled: the interaction bar is located on the right of the Team Communicator control (instead of below it, as in the 8.1.4 release), and the Supporting Views are accessible from the ‘hamburger’ menu (instead of the toolbar buttons, as in the 8.1.4 release).


Section: interaction-workspace
Default Value: LastName,FirstName,PhoneNumber,EmailAddress
Valid Values: A comma-separated value list of Attribute Value names corresponding to contact field names, for example: LastName, FirstName, PhoneNumber, EmailAddress.
Changes Take Effect: When the application is started or restarted.

The list of contact fields displayed when the results of a contact search is rendered.


Section: interaction-workspace
Default Value: Title,FirstName,LastName,PhoneNumber,EmailAddress
Valid Values: A comma-separated value list of Attribute Value names that correspond to contact field names, for example: LastName, FirstName, PhoneNumber, EmailAddress.
Changes Take Effect: When the application is started or restarted.

The list of Contact fields that are displayed when a Contact record is rendered.


Section: interaction-workspace
Default Value: $Contact.FirstName$ $Contact.LastName$|$Party.DisplayName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $ChatCustomer.Nickname$, $Contact.X$, $AttachedData.Y$ (X: name of contact attribute, Y: attached data key name)
Changes Take Effect: Immediately.

Specifies the display format of the party name using a string that can contain regular characters as well as the following field codes: $ChatCustomer.Nickname$, $Contact.X$, $AttachedData.Y$, where X is the name of contact attribute and Y is the attached data key name. This option can be overridden by a routing strategy, as described in Overriding Options by Using a Routing Strategy.

Workspace Desktop Edition Release Notes

Release Date Release Type Restrictions AIX Linux Mac Solaris Windows
02/18/21 Update X

Helpful Links

What's New

This release contains the following new features and enhancements:

  • Workspace now supports Outbound Assured Connection functionality. (IW-15983)
  • You can now specify which attributes are used to display the contact identifier in the Chat transcript by using the display-format.chat-customer-name option. For example, you can specify the $Customer.Nickname$ value to clearly distinguish between contacts when more than one joins a Chat session. (IW-16914)

Resolved Issues

This release contains the following resolved issues:

In the History views, the contents of the Chat transcript are now correctly displayed. Previously, starting from, the Chat transcript could appear truncated if it contained a message from an internal party. (IW-17093)

Workspace now correctly displays the Case Data of an interaction when the interaction is selected in the History views. Previously, for interactions handled by Workspace up to version, the Case Data was sometimes not displayed. (IW-17080)

Workspace now correctly attaches files to Email interactions that are forwarded from an archived interaction. Previously in this scenario, sometimes attached files were missing. (IW-17066)

The Spelling Check feature now correctly checks the spelling of content added by an agent in a Reply Email interaction. Previously, if a Reply Email interaction contained a hyperlink, the content before the hyperlink was not checked. (IW-17061)

Team Communicator, the Interaction Party menu, and the Contact Directory view now function as expected when the PhoneNumber attribute is removed from the values of the following options:


Workspace now correctly assigns the OwnerId of the Chat interaction record in Universal Contact Server (UCS) if a Chat session is closed due to inactivity timeout while a bot is still connected to the conversation. (IW-17044)

In environments where the value of the interaction-bar.enable-quick-access is set to false and the Interaction Bar is docked, Interaction windows no longer open on top of the docked area when multiple interactions are opened concurrently. (IW-17037)

In the Interaction Queue view, the sorting of interactions has been improved for environments where Interaction Server is connected to a database like Oracle. Previously, the sorting of some pages could appear inverted. (IW-17034)

A memory leak inadvertently introduced in has been resolved. Previously, when Workspace handled a sequence of hundreds of Chat interactions, the leak was observed in virtual memory. (IW-17031)

In VDI environments, the resiliency of the connection between Workspace running in VDI and Workspace running locally has been improved. (IW-17028)

An interaction that has the focus no longer collapses automatically when a concurrent interaction is closed by the auto-mark-done functionality. (IW-17018)

An agent whose account is configured with the SIP Preview functionality can now accept a conference request when the agent is added to a single-step conference directed to the agent by a Routing process. (IW-17017)

Agents can no longer send multiple overlapping Status Change requests by keeping keyboard shortcuts or menu access key combinations pressed. (IW-17012)

Workspace now correctly handles quotation marks in a URL when it is passing the URL to an external browser. (IW-16808)

In Asynchronous Chat environments, Workspace can now restore a Chat session that was put on Hold in the following scenario:

  1. The Chat session was put on Hold by being placed in a Workbin.
  2. The contact goes offline.
  3. Chat Server is restarted.

Previously, in scenarios, such as when the Chat server was restarted while the Chat interaction was in a Workbin, the Chat interaction could remain off-line after being opened by an agent. This functionality requires Chat Server 8.5.312.10 or higher. (IW-16800, IW-17033)

Upgrade Notes

No special procedure is required to upgrade to release

This page was last edited on February 24, 2021, at 20:07.
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