How to see attached data in Interaction Workspace?

General Discussion
1

Hi,

In GAD we had the possibility to display any attached data we want from the call but I can’t see how to do this in IW. For example I have the language KVP attached to the call and I want to see in IW language = EN. How can I do this?

Thanks,
Mihai

2

I’m sorry if this is considered spam but after more investigation I have found the solution to my question on Genesys site.

If anyone is interested here is the solution:

In general to set up the User data the agent sees in IWS under the business attributes. Heres how to do it:

  • Create a business Attribute called IWSData (Business attribute type = Contact Attribute)

  • Under the Attribute Values create values that are the same name as the User data. (IWSTest)

  • Under the IWS application options set Interaction - Case Data format Business Attribute = IWSData(the business attribute that you created)

  • Under the IWS applcation options set Broadcast - Value business Attribute = IWSTest(User data key name)

This will show the user data that will show up in the screenpop and in the call under case data.

Note: Make sure the IWSTest key is attached to user data if using that keyname as a test.

3

Thanks for this post!!! However, what about the multiple KVPairs to be displayed in IWS? What would you set the " Broadcast - Value business Attribute" option to?

Thanks
Alex.

3 Likes
4

To add to what “vma” is saying, I’ve created on single business attribute object of type “Contact Attribute”, then I used the configuration wizard on that object to add as many values as I have Keys to handle in my attached data. For each of these attribute value, the value name would be the key, and the display name would be what you’ll see in the case window of IWS (nice feature for non english end users btw).
When setting the IWS options :

  • interaction.case-data.format-business-attribute ==> is the name of the single Business Attribute created
  • broadcast.value-business-attribute ==> is the list of the attribute values you want to see in the case window
5

Thanks vma, this works fine for the case window of IWS… but what about the alerting window ? Any specific application options I did not discover yet ? :wink:

6

Hi for the preview window aka the “toaster”
check the following parameter

toast.case-data.format-business-attribute
;D