PEC-AS/Current/ManageCC/External URLs - Revision history

WikiSysop at 13:48, August 18, 2022

2022-08-18T13:48:07Z

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

2022-08-16T13:55:31Z

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

Lakshmi.Krishnamurthy.IX: Published

2022-04-01T12:32:40Z

Published

Monique.gionet@genesys.com: Published

2021-03-04T15:34:57Z

Published

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

2020-07-25T02:33:02Z

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

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

2020-07-15T11:44:30Z

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

Jerickso: Published

2020-06-08T17:36:52Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Enable external URLs
|TocName=Enable external URLs
|Context=Integrate external and internal websites into your agent's main view in Agent Desktop.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Agent Setup
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=ExternalURLs
|alignment=Vertical
|Media=
|image=
|structuredtext=At the Agent Desktop level, the external website is displayed in dedicated tabs. These tabs allow you to access the website without leaving Agent Desktop.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Horizontal
|Media=Image
|image=ASExternalURLs3_2020.png
|structuredtext=At the interaction level, there are two ways to display websites depending on the main interaction type.

*For voice, the external website is displayed in the background when an interaction is selected. When the interaction is unselected or closed, the external website is replaced with the previous panel displayed in the background.
*For multimedia, the external website is displayed in a dedicated view in the case data.

To add a URL to the list, select '''Workspace''' or '''Interaction''' from the '''Level''' menu, type a label for the URL, type or paste the URL in the URL field, and click '''Add'''.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Depending on the Level you choose, Workspace or Interaction, the following options populate in the '''Templates''' menus for both Label and URL:

'''Workspace:'''
<ul>
<li><tt>Agent.FullName</tt></li>
<li><tt>Agent.UserName</tt></li>
<li><tt>Agent.LastName</tt></li>
<li><tt>Agent.FirstName</tt></li>
<li><tt>Agent.EmployeeId</tt></li>
</ul>
'''Interaction:'''

*<tt>Agent.FullName</tt>
*<tt>Agent.UserName</tt>
*<tt>Agent.LastName</tt>
*<tt>Agent.FirstName</tt>
*<tt>Agent.EmployeeId</tt>
*<tt>AttachedData.<nowiki>{{attached-data-key-name}}</nowiki></tt>
*<tt>Interaction.id</tt>
*<tt>AttachData.KVPName</tt>

An external web site URL can be defined using the <tt>$AttachedData.Y$</tt> parameter to have flexible text in the URL where <tt>Y</tt> represents an attached data name.
{{NoteFormat|
*If the <tt>$AttachedData.Y$</tt> parameter is specified for the external website URL, and <tt>Y</tt> is not part of the attached data associated with an interaction, the external website is not displayed.
*If an agent manually adds the attached data to the interaction (or if it's added by any other means), then the external website tab is displayed with the content of the external website.
|3}}
<br>
For example, the external website specified as follows:
<source lang="text">
label = Customer Location
url = https://www.bing.com/search?q=$AttachedData.CustomerLocation$
</source>
With this URL, if an interaction is received with a <tt>CustomerLocation</tt> attached data with the value of <tt>Paris</tt>, then the external website will be displayed in a dedicated tab called '''Customer Location''', and the external web site will be <tt><nowiki>https://www.bing.com/search?q=Paris</nowiki></tt>

<tt>mode</tt>: Specifies the mode Agent Desktop uses to display the web application. The default value is <tt>INTERNAL</tt>. The possible values are:
<ul>
<li><tt>INTERNAL</tt>: The web application is displayed in a dedicated tab in Agent Desktop. It can be viewed and used when the agent clicks the tab to display it. This is the default behavior.</li>
<li><tt>EXTERNAL</tt>: The web application is displayed in a popup window.</li>
<li><tt>BACKGROUND</tt>: The web application is displayed in the background when the interaction is selected. When the interaction is deselected or closed, the third-party website is replaced with the previous panel that was displayed in the background. This mode is only applicable at the interaction level.</li>
<li><tt>HIDDEN</tt>: The web application is loaded but not displayed in Agent Desktop. You can use this mode to integrate Agent Desktop with a non-web application.</li>
</ul>
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 21: / Line 21: @@
 *For voice, the external website is displayed in the background when an interaction is selected. When the interaction is unselected or closed, the external website is replaced with the previous panel displayed in the background.
 *For multimedia, the external website is displayed in a dedicated view in the case data.
-'''Interaction''': Defines the list of option section names that represent Web Applications which are configured to be displayed at the interaction level.
+To add a URL to the list, select '''Workspace''' or '''Interaction''' from the '''Level''' menu, type a label for the URL, type or paste the URL in the URL field, and click '''Add'''.
 To enable an external URL (in other words, one that was created outside of Agent Setup):
@@ Line 38: / Line 32: @@
 }}{{Section
 |alignment=Vertical
-|structuredtext={{NoteFormat|<br/>
+|structuredtext=Depending on the Level you choose, Workspace or Interaction, the following options populate in the '''Templates''' menus for both Label and URL:
 '''Workspace:'''
@@ Line 79: / Line 65: @@
 </source>
 With this URL, if an interaction is received with a <tt>CustomerLocation</tt> attached data with the value of <tt>Paris</tt>, then the external website will be displayed in a dedicated tab called '''Customer Location''', and the external web site will be <tt><nowiki>https://www.bing.com/search?q=Paris</nowiki></tt>
 |Status=No
 }}
 }}

@@ Line 3: / Line 3: @@
 |DisplayName=Enable external URLs
 |TocName=Enable external URLs
-|Context=Integrate external and internal websites into your agent's main view in Agent Desktop.
+|Context=Integrate external and internal websites into your agent's main view in Agent Workspace.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 11: / Line 11: @@
 |anchor=ExternalURLs
 |alignment=Vertical
-|structuredtext=At the Agent Desktop level, the external website is displayed in dedicated tabs. These tabs allow you to access the website without leaving Agent Desktop.
+|structuredtext=At the Agent Workspace level, the external website is displayed in dedicated tabs. These tabs allow you to access the website without leaving Agent Workspace.
 |Status=No
 }}{{Section
@@ Line 39: / Line 39: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|<br/>
-<tt>Mode</tt>: Specifies the mode Agent Desktop uses to display the web application. The default value is <tt>INTERNAL</tt>. The possible values are:
+<tt>Mode</tt>: Specifies the mode Agent Workspace uses to display the web application. The default value is <tt>INTERNAL</tt>. The possible values are:
 <ul>
-<li><tt>INTERNAL</tt>: The web application is displayed in a dedicated tab in Agent Desktop. It can be viewed and used when the agent clicks the tab to display it. This is the default behavior.</li>
+<li><tt>INTERNAL</tt>: The web application is displayed in a dedicated tab in Agent Workspace. It can be viewed and used when the agent clicks the tab to display it. This is the default behavior.</li>
 <li><tt>EXTERNAL</tt>: The web application is displayed in a popup window.</li>
 <li><tt>BACKGROUND</tt>: The web application is displayed in the background when the interaction is selected. When the interaction is deselected or closed, the third-party website is replaced with the previous panel that was displayed in the background. This mode is only applicable at the interaction level.</li>
-<li><tt>HIDDEN</tt>: The web application is loaded but not displayed in Agent Desktop. You can use this mode to integrate Agent Desktop with a non-web application.</li>
+<li><tt>HIDDEN</tt>: The web application is loaded but not displayed in Agent Workspace. You can use this mode to integrate Agent Workspace with a non-web application.</li>
 </ul>
 |2}}Depending on the Level you choose, Workspace or Interaction, the following options populate in the '''Templates''' menus for both Label and URL:

@@ Line 5: / Line 5: @@
 |Context=Integrate external and internal websites into your agent's main view in Agent Desktop.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup

PEC-AS/Current/ManageCC/External URLs - Revision history

WikiSysop at 13:48, August 18, 2022

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

Lakshmi.Krishnamurthy.IX: 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"