PEC-AS/Current/ManageCC/Workitem options - Revision history

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

2022-08-16T13:51:36Z

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

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

2020-07-25T02:32:31Z

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

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

2020-07-15T11:44:45Z

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

Jerickso: Published

2020-06-08T17:37:01Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Workitem channel options
|TocName=Workitem channel options
|Context=Configure the Agent Desktop Workitem channel options.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Agent Setup
|Section={{Section
|alignment=Horizontal
|Media=Image
|image=ASWorkitem.png
|structuredtext={{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADWorkitems}}, called Open Media by Genesys Digital channels, are documents that might be directed to an agent for handling.

In the '''Workitem''' section under '''Desktop Options''', configure the following options:

*'''Auto answer''' automatically accept an interaction when an invite event is received.
*'''Prompt for done''' presents a confirmation message to the user when they press the '''Done''' button. This option is only available for Open Media interactions.
*'''Workitem ringtone type''' specifies the sound that is played when a Workitem interaction is ringing.
*'''Workitem ringtone priority''' specifies the priority of a Workitem ringtone. The higher the integer, the higher the priority.
*'''Workitem ringtone duration''' specifies the duration of a Workitem ringtone (-1 plays and repeats the sound until an action is taken, 0 play the whole sound one time, and an integer > 0 sets a time in milliseconds to play and repeat the sound).
|structuredtextwide=*'''Decline''' enables the agent to decline incoming Workitem interactions.
*'''Mark Done''' enables the agents to mark done a Workitem interaction without further processing.
*'''One-step transfer''' enables the agent to use instant Workitem transfer.
*'''Interaction Disposition''' enables the agent to set the disposition codes for Workitem interactions.
|Status=No
}}
}}

@@ Line 3: / Line 3: @@
 |DisplayName=Workitem channel options
 |TocName=Workitem channel options
-|Context=Configure the Agent Desktop Workitem channel options.
+|Context=Configure the Agent Workspace Workitem channel options.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud

@@ Line 5: / Line 5: @@
 |Context=Configure the Agent Desktop Workitem channel options.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Agent Setup

PEC-AS/Current/ManageCC/Workitem options - Revision history

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

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"