Functionality Section
ClassicAgent
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: NewAgent
Introduced: 8.5.214.14
In coordination with the NewAgent option, specifies whether the Classic WFM Agent interface is available.
This option combines with the setting for the NewAgent option in the following ways:
- NewAgent = true, ClassicAgent = false
- After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
- NewAgent = false, ClassicAgent = false
- After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
- NewAgent = false, ClassicAgent = true
- After an agent logs in, only the Classic Agent UI is available.
- NewAgent = true, ClassicAgent = true
- After an agent logs in, the Agent UI opens but the option enabling agents to switch to the Classic UI is present in the Log off drop-down menu.
InsertPayback
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: InsertPaybackException
Introduced: 8.5.212.13
Specifies whether or not agents can insert Payback into schedules without adding an Exception to make up for lost work time.
If this option value is set to true this functionality is enabled and agents can insert Payback without adding an Exception. If this option value is set to false this functionality is disabled and agents cannot insert Payback without adding an Exception.
This option takes effect only if the InsertPaybackException is set to true. If InsertPaybackException is disabled (set to false), then InsertPayback is disabled (set to false).
InsertPaybackException
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Specifies whether or not users can insert Payback Exceptions into schedules to make up for lost work time.
Setting this option value to true enables this functionality and user can insert Exceptions with payback into schedules. Setting this option value to false disables this functionality and user cannot insert these Exception types into schedules.
NewAgent
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: ClassicAgent
Introduced: 8.5.205.07
Modified: 8.5.214.14
In coordination with the ClassicAgent option, specifies whether the latest, redesigned WFM Agent interface is turned on or off.
This option combines with the setting for the ClassicAgent option in the following ways:
- NewAgent = true, ClassicAgent = false
- After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
- NewAgent = false, ClassicAgent = false
- After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
- NewAgent = false, ClassicAgent = true
- After an agent logs in, only the Classic Agent UI is available.
- NewAgent = true, ClassicAgent = true
- After an agent logs in, the Agent UI opens but the option enabling agents to switch to the Classic UI is present in the Log off drop-down menu.
NewSupervisor
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: [auth] provider configuration
Introduced: 8.5.214.14
Specifies whether or not the New UI setting displays in the WFM Web for Supervisors (Classic) interface, providing user access to the latest Forecast user interface (UI).
If this option value is set to true, the New UI setting displays in the Supervisors (Classic) UI. If this option value is set to false, the New UI setting is not visible in the Supervisors (classic) UI.
PreventFraming
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Specifies whether the HTTP header X-Frame-Options is added to all JSP pages served by WFM Web.
If this option value is set to true, the header is added and prevents WFM Web pages from loading in the frame being used by the site and served from another domain. WFM Web pages served from the same domain as the one in the frame are allowed.
Use this option as protection from clickjacking.
SystemInformation
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: After next login
Dependencies: NewSupervisor
Introduced: 8.5.219.20
Specifies if the System information option is available in the user's menu in the NewSupervisor interface. This option enables the user to view and monitor the status of connected WFM components.
The value can be set to control if the option is available in the user's menu and how much information is displayed, where:
- 0 = (default) Do not show the System Information option in the user's menu.
- 1 = Display minimal information. The health status of each connected WFM component is displayed (Pass, Failed, Warning).
- 2 = Display detailed information. The health status of each connected WFM component is displayed (Pass, Failed, Warning). Each component can also be expanded to show additional information about the services that are active for that component.
useRolesSecurity
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Specifies the functionality that is accessible to agents in WFM Web for Agents.
If this option value is set to true, WFM Web ignores Web for Agents-related application settings and instead, uses the role settings configured in Genesys Administrator Extension (GAX) to determine what functionality agents can access. If this option value is set to false (default), WFM Web uses Web for Agents-related application settings.
Unlike application options that are applicable to all agents, this functionality allows administrators to control Web for Agents functionality for each agent individually or groups of agents.
To learn more about how WFM controls agent access in WFM Web, see Managing WFM Roles and Privileges in GAX.