Thanks for the great reply Jason! I was about to give the same advice.
Deepti, if you are using WWE you must make a slightly different configuration. You must set the values of the interaction.disposition.* options (https://docs.genesys.com/Documentation/HTCC/8.5.2/IWWDep/Interaction) to create your folder tree structure.
A brief description of setting up disposition folders is given here:
https://docs.genesys.com/Documentation/HTCC/8.5.2/IWWDep/SettingUpAgents#Enabling_Disposition_Codes and here:
https://docs.genesys.com/Documentation/HTCC/8.5.2/IWWDep/IntHierarchicalFrom the upcoming WWE 9 Configuration Guide I found this information:
To enable disposition codes:
1. In GAX, create or update a Business Attribute in the tenant that contain(s) your agents.
- The Type of the Business Attribute is Interaction Operation Attributes.
- The Attribute values are the codes that are available for the agent:
- name-Used in attached data.
- display name-Used in the Agent interface.
2. In the interaction-workspace section, set the value of the interaction.disposition.value-business-attribute option to the name of the Business Attribute that you previously configured.
3. Configure the following Interaction options in the interaction-workspace section of the Cloud_Cluster object:
- interaction.disposition.cache-timeout-delay: Specifies the delay, in seconds, before the cache of a disposition request result is cleared. If set to -1, the dispositions are kept in cache until the browser page is refreshed, or until the agent logs out and logs back in.
- interaction.disposition.is-expanded-on-display: Specifies whether the Dispositions tree is expanded by default.
- interaction.disposition.is-mandatory: Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction.
- interaction.disposition.key-name: 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.
- interaction.disposition.use-attached-data: Specifies whether attached data can be added to the interaction in UserEvent.
- interaction.disposition.value-business-attribute: Specifies 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.
Hierarchical Dispositions
Workspace Agent Desktop supports the display of disposition codes in a hierarchy tree, with expanding and collapsing controls. The dispositions hierarchy is enabled by setting up the annex for the disposition Business Attribute.
The hierarchy is configured by adding folders under the Disposition Code Business Attribute in Configuration Server using the following option:
interaction.disposition.folder-name-depth-<n>: Specifies the Attached Data key that stores the n-th level of the disposition folder hierarchy.
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Matthew West
Staff Technical Writer
Genesys Laboratories
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Original Message:
Sent: 02-27-2019 16:24
From: Jason Mclennan
Subject: Multi level disposition in wde
Hi Deepti,
Are you talking about WDE or WWE? The htcc section is only required for WWE and therefore not required for WDE.
Assuming it is WDE:
- While it's been a feature for quite a while, Tree dispositions were introduced in WDE version 8.5.108.11. Ensure that you're on at least this version.
- Ensure that [interaction-workspace]\interaction.disposition.display-mode = tree-view in the WDE application configuration and check the WDE desktop logs to ensure the option isn't being overridden at the Agent Group / Agent level.
As long as your creating your folder structure, and the above is correct, it should work https://docs.genesys.com/Documentation/IW/8.5.1/Dep/EnableDispo
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Jason Mclennan
Commonwealth Bank of Australia
Original Message:
Sent: 02-27-2019 03:34
From: DEEPTI SRIVASTAVA
Subject: Multi level disposition in wde
Hi Team,
I have configured hierarchical dispositions in configuration manager.
1. In the configuration layer, using Genesys Administrator or Configuration Manager.
2. In the annex of the Business Attribute object, in thehtccsection, specify the valuedispositionsfor thecontains option.
3. To enable hierarchical dispositions, use folders to organize theBusiness Attributevalues.
But not getting multi level disposition in WDEfor call.
kindly help.
Regards,
#Unsure/Other
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DEEPTI SRIVASTAVA
AGC networks Australia Pty Ltd
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