PureEngage On-Premises

Is it possible to have a structure of of Main Type and Sub Type Disposition Codes presented to the Agent an available for selection.
For example say the were three main types as follows:
Insurance, Accounts and Finance.
And each of these Main Types had Sub Types under them.
So Insurance (Main Type) might have Car, House and Boat (Sub Types)
So the Agent (IWS or WDE) would have the Disposition Codes list presented to them of Insurance, Accounts and Finance (Main Type) and for a particular Interaction they might select the Insurance (Main Type). This would then open up the Car, House and Boat (Sub Types) ready for selection for that interaction.  The same structure would apply to the other Main Type categories. If possible how can this be configured.







 

Yes this is possible, one of our client with my ex-employer is using the same structure in IWS. You need to make changes in Genesyslab.Desktop.Modules.ExtensionSample.dll

Hi Ravi,
Thanks for the response.  Do you have any detail about what the .dll changes are or what other configuration (Ie: CME) needs to be done to create this Type/Sub Type Disposition Code Structure for selecting Disposition Codes in IWS/WDE. 

Sorry Geoff, We used to get that dll file from our developer team. So i don't have any idea abt the changes to be made in the dll.
And another change we need to add those dispositions in agent's anex section as well. example below:

[IWSConnector-DispositionLookup] -- <<Section>>
Sub Sections as below:

Inbound:
<INB>_<Disposition>=|Insurance|Accounts|Finance (type main dispo)
<INB>_<Disposition>_<Insurance>=|CAR|HOUSE|BOAT (type sub dispo agianst main dispo)
<INB>_<Disposition>_<Accounts>=|CAR|HOUSE|BOAT

Outbound:
<OUB>_<Outgoing Call>=|Insurance|Accounts|Finance
<OUB>_<Outgoing Call>_<Insurance>=|CAR|HOUSE|BOAT