interaction.disposition.value-business-attribute
Section: interaction-workspace
Default Value: DispositionCode
Valid Values: The name of a valid Business Attribute.
Changes Take Effect: When the session is started or restarted.
Specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.disposition.use-attached-data
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Specifies that attached data can be added to the interaction in UserEvent. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.disposition.key-name
Section: interaction-workspace
Default Value: DispositionCode
Valid Values: Letters A to Z and a to z. Numbers 0 through 9. The underscore and space characters.
Changes Take Effect: When the session is started or restarted.
Specifies the key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy as described in the Configuration Guide.
interaction.disposition.is-read-only-on-idle
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
If the value of this option is set to true, changes to case data after a voice interaction has been released are prevented. When values are modified or added after the voice call is released, the update is pushed to the back-end as a User Event when an agent clicks Done. This option can be overridden by a routing strategy as described in this Deployment Guide.
interaction.disposition.is-mandatory
Section: interaction-workspace
Default Value: false
Valid Values: true, false
Changes Take Effect: When the session is started or restarted.
Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy as described in the Configuration Guide.
chat.typing-timeout
Section: interaction-workspace
Default Value: 10
Valid Values: A positive integer value.
Changes Take Effect: When the session is started or restarted.
Specifies the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.
chat.pending-response-to-customer
Section: interaction-workspace
Default Value: 30,50
Valid Values: A comma-separated list value: warning time, maximum time
Changes Take Effect: When the session is started or restarted.
Specifies two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat from a customer. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time.
chat.nickname
Section: interaction-workspace
Default Value: $Agent.UserName$
Valid Values: A string that contains a compilation of characters and field codes from the following list: $Agent.UserName$,$Agent.LastName$,$Agent.FirstName$,$Agent.FullName$,$Agent.EmployeeId$.
Changes Take Effect: After the next platform configuration refresh interval.
Specifies the agent's nickname that is used during chat sessions (displayed to the customer) by a string that can contain regular characters and field codes.
chat.auto-answer
Section: interaction-workspace
Default Value: false
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Specifies whether a chat interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in the Configuration Guide.
privilege.chat.can-use
Section: interaction-workspace
Default Value: true
Valid Values: true, false.
Changes Take Effect: When the session is started or restarted.
Enables the agent to use the Chat channel.
Chat Interactions
Workspace supports the following functionality for Chat interactions:
- Accept an interaction
- Reject an interaction
- Ignore an interaction
- End an interaction
- One-Step Transfer an interaction
- Consult with another agent about an interaction
- Set Interaction Disposition
- Mark Done
You use the following options in the [interaction-workspace] section to configure Chat interactions (there are also options that you can use to control the appearance of chat interactions in the agent interface):
- privilege.chat.can-use — Mandatory to use the chat channel. When the value is set to true, the agent is permitted to use the Chat channel.
- chat.auto-answer — Specifies whether a chat interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Configuration Guide.
- chat.nickname —Specifies that a nickname (pseudonym) is used in chat sessions instead of the agent's user name, and defines the nickname.
- chat.pending-response-to-customer — Specifies two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat from a customer. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time.
- chat.typing-timeout — Specifies the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.
- interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
- interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
- interaction.disposition.key-name — The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server. This option can be overridden by a routing strategy.
- interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
- interaction.disposition.value-business-attribute — A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code. This option can be overridden by a routing strategy.