Hi
I did a customization of WDE to hide the phone number in the (My) History, so that the phone number (PII) was shown as ******.
I overrode the Genesyslab.Desktop.Modules.Contacts.IWInteraction.IIWInteractionContent class on WDE login, and that replacement class returns ****** for the content of the phone number field instead of the real value.
This allows the agent to see everything relevant for the previous interactions except the phone number.
I realise that it does not cover every scenario that the OP and others have asked for, but maybe it can be used or extended...
BR
Anders
Code snippets:
----------------
Overriding the interaction content class:
...
try
{
this.container.RegisterType<Genesyslab.Desktop.Modules.Contacts.IWInteraction.IIWInteractionContent, Acme.MyWorkspaceCustomisation.IWInteractionContent>();
IIWInteractionContent iwic = this.container.Resolve<IIWInteractionContent>();
if( iwic != null )
{
log.InfoFormat( "viewEventHandler(): Container now has this version of IWInteractionContent [{0}]", iwic.GetType() );
}
}
catch( Exception ex )
{
log.Error( "viewEventHandler(): IWInteractionContent override failed", ex );
}
...
The replacement interaction content class:
public class IWInteractionContent : Genesyslab.Desktop.Modules.Contacts.IWInteraction.IWInteractionContent, IIWInteractionContent, INotifyPropertyChanged
{
const string udRecognitionKey = "UD_Recognition_CED";
const string udRecognitionReplacement = "*******";
private readonly ILogger log;
public new InteractionAttributes InteractionAttributes
{
get { return base.InteractionAttributes; }
set
{
try
{
InteractionAttributes interactionAttributes = value;
// Mask the recognition attribute if present
if ( interactionAttributes != null &&
interactionAttributes.AllAttributes != null &&
interactionAttributes.AllAttributes.ContainsKey( udRecognitionKey ) )
{
string udRecognitionCed = interactionAttributes.AllAttributes[ udRecognitionKey ] as string;
log.InfoFormat( "InteractionAttributes.Set: {0} value is [{1}]", udRecognitionKey, udRecognitionCed );
interactionAttributes.AllAttributes.Remove( udRecognitionKey );
interactionAttributes.AllAttributes.Add( udRecognitionKey, udRecognitionReplacement );
log.InfoFormat( "InteractionAttributes.Set: {0} value is now {1}", udRecognitionKey, udRecognitionReplacement );
}
base.InteractionAttributes = interactionAttributes;
}
catch ( Exception e )
{
log.ErrorFormat( "InteractionAttributes.Set: Error [{0}]", e );
}
}
}
------------------------------
Anders Vejen
Nuuday A/S
------------------------------
Original Message:
Sent: 09-09-2020 11:43
From: Tiago Silva
Subject: WDE Customisation - hiding the customers number from the agent
Hi Jerome, thanks very much for this.
You are right, and our main objective is to hide the My History and Contact History from these agents. They should not see it at all, but since we could not hide the "myHistory" with options (just through roles) we managed to "hide" the other fields, except the "From" :(
We have achieved these from the below kvp option by deleting them (the From address is not there):
> contact.myhistory-displayed-columns=Status,Subject,StartDate,EndDate,Username,Id
> contact.myhistory-displayed-columns-treeview=Status,Subject,StartDate,Username,Id
We would like to definitely hide anything related to the caller CLI that can identify who called (these callers should not be identifiable by the agents).
Thank you, hope it makes sense.
Tiago Silva
------------------------------
Tiago Silva
Conn3ct
Original Message:
Sent: 09-09-2020 10:56
From: Jerome Saint-Marc
Subject: WDE Customisation - hiding the customers number from the agent
I don't know where the From column is coming from.
If it is WDE default column, when you leave an empty value in contact.myhistory-displayed-columns option.
Or if you have an override of this option at agent group or at agent level (which takes precedence over the WDE application level option).
And I don't have an environment with WDE so I can try it.
What if you specify Status in the option? Does that make the From disappear (if not, you may have an override of option somewhere).
Having said that, I don't think it will be enough as your next problem will be that the phone number appears in the Details when you select one of the interactions in the My History.
Unless you want to completely hide phone calls in history to the agent (Contact History and My History) and not even list them.
Is this what you are trying to do? Or you still want voice interactions to appear (but without the phone number)?
------------------------------
Jerome Saint-Marc
Genesys - Employees
Original Message:
Sent: 09-09-2020 09:52
From: Tiago Silva
Subject: WDE Customisation - hiding the customers number from the agent
Hi Jason,
thanks for the inputs. I agree with your point, but in the lack of possibility to hide the "tab" itself without using "Roles", we managed to hide all fields instead using WDe options, but this one we are not able to unfortunately.
We were trying to avoid the use of Roles, just achieving the objectives by creating a new WDE instance with the relevant options.
Hope it makes sense
Thank you,
Tiago
------------------------------
Tiago Silva
Conn3ct
Original Message:
Sent: 09-08-2020 10:13
From: Jason McLennan
Subject: WDE Customisation - hiding the customers number from the agent
Sorry, i don't understand why you wouldn't just disable the My History permission at this point to hide the tab. Is there anything left for the agent to benefit from having it?
------------------------------
Jason McLennan
Commonwealth Bank of Australia
Original Message:
Sent: 09-07-2020 05:22
From: Tiago Silva
Subject: WDE Customisation - hiding the customers number from the agent
Hi again,
our colleague is delivering this work to the customer and we have managed to hide the Inbound CLI in nearly all areas. Thank you for the help :)
We are facing another challenge at the moment, as we don't want to use any "roles & permissions", but just manipulate WDE options (as we are effectively delivering a new WDE to the relevant agents):
Since we are not able to hide the "tabs" from WDE we managed to restrict searches, views, etc. I.e, on "my history" tab, we managed to hide all fields except the "from". This is where we would need some assistance. Everywhere else we managed to hide the CLI of the caller.
Can you assist please?
Thank you in advance,
Tiago
------------------------------
Tiago Silva
Conn3ct
Original Message:
Sent: 10-31-2019 04:59
From: Tiago Silva
Subject: WDE Customisation - hiding the customers number from the agent
Hi Matthew and Jerome,
thanks very much for the useful assistance, much appreciate ;)
We are now testing these and we were able to hide most of the data from the WDE screen.
We are now also trying to figure out the way to "hide" it based on the type of agent receiving the call, i.e.CSR or Supervisor (to hide or not hide the data, respectively).
For now we can close this thread, but we will come back if we require further assistance.
Thanks very much indeed.
Tiago Silva
------------------------------
Tiago Silva
Connect Managed Services
Original Message:
Sent: 10-24-2019 09:22
From: Matthew West
Subject: WDE Customisation - hiding the customers number from the agent
Hi Tiago,
I tested removing the $Party.DisplayName$ parameter from the display-format.party-name-format option and replacing it with $AttachedData.Y$ and got the following result:
------------------------------
Matthew West
Staff Technical Writer
Genesys Laboratories
Original Message:
Sent: 10-22-2019 04:45
From: Tiago Silva
Subject: WDE Customisation - hiding the customers number from the agent
Hi Matthew,
thanks very much for the details shared, it works and we were able to mask the CLI partially :)
Not sure if you are able to review my latest update, as somehow we are not able to mask the item on the red highlighted box on the left-hand side of WDE.
The "tab information" on the right-hand side and the "case info" on the left are not an issue, we can hide the data.
Any idea?
Many thanks,
Tiago
------------------------------
Tiago Silva
Connect Managed Services
Original Message:
Sent: 10-08-2019 06:18
From: Matthew West
Subject: WDE Customisation - hiding the customers number from the agent
Hi Dean,
Try configuring these options which control the display of the party attributes:
These reference the UCS attributes documented here: https://docs.genesys.com/Documentation/ES/8.1.4/FldCod/ConObj
------------------------------
Matthew West
Staff Technical Writer
Genesys Laboratories
Original Message:
Sent: 10-07-2019 18:09
From: Dean Smith
Subject: WDE Customisation - hiding the customers number from the agent
Hi all, I was just wondering if anyone had worked on a scenario where you needed to hide the customers number from the agent in WDE? Is it possible to hide number displayed in WDE or change it to "UNKNOWN" so that it is kept private from the agent? Is this something that would be set in SIP Server instead? Thanks for your time.
#Omni-ChannelDesktop/UserInterface
------------------------------
Dean Smith
------------------------------