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agenttag

Section: AgentCustom
Default Value: " " (string)
Valid Values: The agent ID
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the string that is searched in the url configuration option and substituted with the agent ID from WFM. It identifies the agent, for whom the custom information is displayed.

The only valid value for this option is the agent ID. For example, AgntID6528.

url

Section: AgentCustom
Default Value: No default value
Valid Values: Any valid URL
Changes Take Effect:
Dependencies: None

This option is mandatory.

Specifies the URL that points to a third-party application that opens and displays the custom page when the custom module is selected.

Valid values for this option can be any URL. For example, http://www.customapps.com/agenttag.

name

Section: AgentCustom
Default Value: No default value
Valid Values: Any name
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the name that is displayed in Web for Agents' interface together with WFM's standard modules such as, Schedule, Trading, etc.

Valid values for this option can be any name. For example, My Adherence.

Customized View in Web for Agents

Workforce Management (WFM) enables you to add custom views to the Web for Agents interface, which in turn provides customized information to specific agents. For example, the agent might see their adherence in a customized format.

WFM itself does not provide this information, but rather obtains it via a URL to a custom application that gathers data from either a third-party database or the WFM API. While WFM supports the custom view, it does not provide the functionality to produce the data used in the custom view.

This functionality is controlled by configuration options in the WFM Web Application. Use Genesys Administrator to create a new section in the WFM Web Application's Options tab named [AgentCustom]. In the new section, add the following options:

See the Workforce Management Configuration Options Reference.

Important
All three options must be added for the custom module to appear in the Web for Agents interface.

After these options are configured, the custom view is displayed together with WFM Web for Agents' standard modules at the top of the interface.

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This page was last modified on September 27, 2017, at 09:15.