Genesys Interaction Controls Component

Genesys interaction controls component

Function: fn!genesysControls

Provides agents with controls needed to handle an interaction for Genesys.

Parameters

Name Keyword Type Description
Label label Text Text to display as the field label.
Label Position labelPosition Text Determines where the label appears. Valid values: "ABOVE" (default), "ADJACENT", "COLLAPSED".
Instructions instructions Text Supplemental text about this field.
Help Tooltip helpTooltip Text Displays a help icon with the specified text as a tooltip. The help icon does not show when the label position is "COLLAPSED".
Required required Boolean Determines if a value is required to submit the form. Default: false.
Disabled disabled Boolean Determines if the user is prevented from interacting with the field. Default: false.
Validations validations List of Text String Validation errors to display below the field when the value is not null.
Height height Text Determines the layout height. Valid values: “SHORT”, “MEDIUM”, “TALL”, “AUTO” (default).
Visibility showWhen Boolean Determines whether the component is displayed on the interface. When set to false, the component is hidden and is not evaluated. Default: true.
Genesys Base URL genesysBaseURL Text The URL and port needed to connect to Genesys Web Services Server. Valid Input: https://10.111.01.01:1000
Interaction Type interactionType Text The interaction type for the interaction ID the component is connecting to.
Interaction State interactionState Text The interaction state for the interaction ID the component is connecting to.
Genesys Interaction ID genesysInteractionId Text The Genesys chat or call ID that the component is connecting to.
On Hold onHold List of Save One or more variables that are updated when the agent clicks the hold button. The value to be saved will be a boolean representing whether the agent has put the caller on hold. Use a!save() to save a modified or alternative value to a variable.
On Call Load onCallLoad List of Save One or more variables that are updated when a call is initiated. The value to be saved will be a dictionary representing the loaded call. The dictionary will follow the Genesys voice API call resource format. Use a!save() to save a modified or alternative value to a variable.
On Call Complete onCallComplete List of Save One or more variables that are updated when a call ends. The value to be saved will be a dictionary representing the completed call. The dictionary will follow the Genesys voice API call resource format. Use a!save() to save a modified or alternative value to a variable.
After Work Complete afterWorkComplete List of Save One or more variables that are updated when the call or chat wrap up completes. The value to be saved will be a dictionary with keys interactionId and wrapUpDuration containing the Genesys call or chat id and the wrap up time (in seconds). Use a!save() to save a modified or alternative value to a variable.
Allow Direct Transfer allowDirectTransfer Boolean Determines if direct transfers and conferences to specified agents are allowed. If set to true, agents who are available will appear when searching for transfer targets and conferencing will be enabled. If set to false, only blind transfers and consults to queues will be allowed. Default is false.
On Chat Load onChatLoad List of Save One or more variables that are updated when a chat is initiated. The value to be saved will be a dictionary representing the loaded call. The dictionary will follow the Genesys chat API call resource format. Use a!save() to save a modified or alternative value to a variable.
On Chat Complete onChatComplete List of Save One or more variables that are updated when a chat ends. The value to be saved will be a dictionary representing the completed call. The dictionary will follow the Genesys chat API call resource format. Use a!save() to save a modified or alternative value to a variable.
Chat Suggestion chatSuggestion Text A suggested chat message which will appear in the chat message window. The message can be edited by the user before being sent.
On New Chat Message onNewChatMessage List of Save One or more variables that are updated when a new chat message is sent or received. The value to be saved will be a dictionary representing the new message, including fields for if the message was sent from the agent and the message sent. Use a!save() to save a modified or alternative value to a variable.
On Participant Leave onParticipantLeave List of Save One or more variables that are updated when a participant leaves the chat. The value to be saved will be a dictionary representing the identity of the participant that left, the participant nickname, participant type, channel type. Use a!save() to save a modified or alternative value to a variable.
On Transfer Initiate onTransferInitiate List of Save One or more variables that are updated when the original call is transferred. The value to be saved will be a dictionary representing the transferred call. The dictionary will have 2 keys: callData and transferTarget. The callData key will be a dictionary containing the standard Genesys call format. The transferTarget key will be a string with the number the call is being transferred to. Use a!save() to save a modified or alternative value to a variable.
On Transfer Error onTransferError List of Save One or more variables that are updated when a blind transfer or consult call fails. The value to be saved will be a dictionary with keys statusCode and errorMessage containing the HTTP status code and any error message from Genesys if provided. Use a!save() to save a modified or alternative value to a variable.
On Dial Error onDialError List of Save One or more variables that are updated when an outbound call fails. The value to be saved will be a dictionary with keys statusCode and errorMessage containing the HTTP status code and any error messages from Genesys if provided. Use a!save() to save a modified or alternative value to a variable.
Default Country Code defaultCountryCode Integer Sets a country code for all outbound calls. If not provided, the default value is US country code.
Outbound Suggestion outboundSuggestion Text A suggested phone number that will appear in the outbound dial pad. The number can be edited by the user before the call is placed.
Display Country Code displayCountryCode Boolean Determines whether the phone number that is passed from Genesys will be formatted to display the country code of the caller. Default: false.
On Consult Load onConsultLoad List of Save One or more variables that are updated when a consult call is attempted. The value to be saved will be a dictionary representing the consult call. The dictionary will follow the Genesys voice API call resource format. Use a!save() to save a modified or alternative value to a variable.
On Consult Complete onConsultComplete List of Save One or more variables that are updated when the consult call is complete. The value to be saved will be a dictionary representing the consultation call. The dictionary will follow the Genesys voice API call resource format. Use a!save() to save a modified or alternative value to a variable.

Genesys Call and chat resource format

The dictionary format for Genesys call and Genesys chat can be found on the Genesys Availability Component page.

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