PEC-AS/Current/ManageCC/Case and toast data - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

2022-08-16T14:00:32Z

Text replacement - "Agent Desktop" to "Agent Workspace"

Monique.gionet@genesys.com: Published

2021-03-04T15:35:21Z

Published

Monique.gionet@genesys.com: Published

2021-02-08T15:18:13Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:30:42Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:45:08Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-08T17:36:53Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Case and toast data
|TocName=Case and toast data
|Context='''Case Data''' specifies the information to be displayed to agents when a call, chat, or other interaction is transferred to them.

'''Toast Data''' specifies the information to be displayed to agents when they directly receive a call, chat, or other interaction.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|sectionHeading=Case Data
|anchor=CaseData
|alignment=Vertical
|structuredtext=On the '''Case Data''' page, you can specify the information to be displayed to agents when a call, chat, or other interaction is transferred to them.

===Creating a sharable Case Data business attribute===

Case data can be used as sharable business attributes for agents, agent groups, and the global contact center. To view an article about how to create sharable business attributes, see {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Business_attributes}}.

{{NoteFormat|
* To view an example of Case Data in Agent Desktop, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist|anchor=casedata}} in ''Agent Desktop Agent's Guide''.
* In the table of configured Case Data, in addition to selecting and adding Case Data, you can also filter items using the '''Quick Filter''' field and delete a Case Data.|2}}

===Selecting Case Data===
{{Section
|sectionHeading=
|anchor=|alignment=Vertical|structuredtext=[[File:ASSelectCaseData.png]]

<ol>
<li>Select a business attribute:
<ol type=a>
<li> Select the folder you want to view from the '''Folder''' drop-down list box.</li>
<li> Click the second drop-down list box and select the business attribute for the Disposition.
<p>You can consider a business attribute to be the container that holds a list of Dispositions that have a common theme. </p>
</li>
</ol>
</li>
<li> Select a Case Data from the list.
</li>
</ol>
}}

===Adding Case Data===
{{Section
|sectionHeading=
|Media=Image|anchor=|alignment=Horizontal|structuredtext=
Select the folder you want to view from the '''Folder''' drop-down list box.
# Click the second drop-down list box and select the business attribute into which you want to add the Case Data.
# Click '''Add'''.
#Specify a name and display name.
#Select '''Mandatory''' to specify that the case data is mandatory.
#Enable the '''Read Only''' option if you do not want the agent to be able to update the data. Or, select a data validation type, such as '''Boolean''', '''String''', '''Integer''', or '''Enum''' which allows the agent to edit the data. If the case data is mandatory, the '''Read Only''' option is disabled.
|image=ASAddCaseData.png
}}

{{NoteFormat|To add a new folder to the list, you can do one of the following:
* Click '''Add Folder'''; or
* To add a subfolder, click the '''Folder''' drop-down list box, select a folder, and then click the '''Add folder''' icon.|2}}

To configure the order in which the case is displayed in the UI, click '''Sort Case Data''' and follow the instructions in the dialog box.

{{AnchorDiv|ToastData}}
|Status=No
}}{{Section
|sectionHeading=Toast Data
|anchor=ToastData
|alignment=Vertical
|structuredtext=On the '''Toast Data''' page, you can specify the information to be displayed to the agent when they receive a call, chat, or other interaction.

===Creating a sharable Toast business attribute===

Toast Data can be used as sharable business attributes for agents, agents groups, and the global contact center. To view an article about how to create sharable business attributes, see {{Link-SomewhereInThisVersion|manual=ManageCC|topic=Business_attributes}}.

{{NoteFormat|
* To view an example of Toast Data in Agent Desktop, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist}} in ''Agent Desktop Agent's Guide''.
* In the table of configured Toast Data, in addition to selecting and adding Toast Data, you can also filter items using the '''Quick Filter''' field and delete a Toast Data.|2}}
|Status=No
}}{{Section
|sectionHeading=Selecting Toast Data
|alignment=Vertical
|structuredtext=[[File:ASSelectToastData.png]]

<ol>
<li>Select a business attribute:
<ol type="a">
<li> Select the folder you want to view from the '''Folder''' drop-down list box.</li>
<li> Click the second drop-down list box and select the business attribute for the Disposition.
<p>You can consider a business attribute to be the container that holds a list of Dispositions that have a common theme. </p>
</li>
</ol>
</li>
<li> Select a Toast Data from the list.
</li>
</ol>
|Status=No
}}{{Section
|sectionHeading=Adding Toast Data
|alignment=Horizontal
|Media=Image
|image=ASAddToastData.png
|structuredtext=Select the folder you want to view from the '''Folder''' drop-down list box.

#Click the second drop-down list box and select the business attribute into which you want to add the Toast Data.
#Click '''Add'''.
#Specify a name and display name.
|Status=No
}}
|fullwidth=No
}}
{{NoteFormat|To add a new folder to the list, you can do one of the following:
* Click '''Add Folder'''; or
* To add a subfolder, click the '''Folder''' drop-down list box, select a folder, and then click the '''Add folder''' icon.|2}}

@@ Line 21: / Line 21: @@
 {{NoteFormat|
-* To view an example of Case Data in Agent Desktop, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist|anchor=casedata}} in ''Agent Desktop Agent's Guide''.
+* To view an example of Case Data in Agent Workspace, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist|anchor=casedata}} in ''Agent Workspace Agent's Guide''.
 * In the table of configured Case Data, in addition to selecting and adding Case Data, you can also filter items using the '''Quick Filter''' field, and '''Delete''' Case Data.|2}}
@@ Line 69: / Line 69: @@
 {{NoteFormat|
-* To view an example of Toast Data in Agent Desktop, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist}} in ''Agent Desktop Agent's Guide''.
+* To view an example of Toast Data in Agent Workspace, see {{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADhist}} in ''Agent Workspace Agent's Guide''.
 * In the table of configured Toast Data, in addition to selecting and adding Toast Data, you can also filter items using the '''Quick Filter''' field, and '''Delete''' Toast Data.|2}}
 |Status=No

@@ Line 54: / Line 54: @@
 #Enable the '''Read Only''' option if you do not want the agent to be able to update the data. Or, select a data validation type, such as '''Boolean''', '''String''', '''Integer''', or '''Enum''' which allows the agent to edit the data.  If the case data is mandatory, the '''Read Only''' option is disabled.
 |image=ASAddCaseData.png
-}}
+}}{{NoteFormat|To configure the order in which the case is displayed in the UI, click '''Sort Case Data''' and follow the instructions in the dialog box.}}{{NoteFormat|To add a new folder to the list, you can do one of the following:
 * Click '''Add Folder'''; or
-* To add a subfolder, click the '''Folder''' drop-down list box, select a folder, and then click the '''Add folder''' icon.|2}}
+* To add a subfolder, click the '''Folder''' drop-down list box, select a folder, and then click the '''Add folder''' icon.|2}}{{AnchorDiv|ToastData}}
 |Status=No
 }}{{Section
@@ Line 100: / Line 94: @@
 |alignment=Horizontal
 |Media=Image
-|image=ASAddToastData.png
+|image=AS_ToastDataSort_GAPI-26514.png
 |structuredtext=Select the folder you want to view from the '''Folder''' drop-down list box.
@@ Line 106: / Line 100: @@
 #Click '''Add'''.
 #Specify a name and display name.
 |Status=No
 }}

@@ Line 7: / Line 7: @@
 '''Toast Data''' specifies the information to be displayed to agents when they directly receive a call, chat, or other interaction.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup

PEC-AS/Current/ManageCC/Case and toast data - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

Monique.gionet@genesys.com: Published

Monique.gionet@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"