Work Items

Purpose: To provide information about customizable commands. Updated in: 8.1.3, 8.1.4

Learn about Work Items

Work items are extended interactions that your application can configure through the Configuration Manager. Basically, they implement the open media interactions. The commands presented in this page are restricted to the work items. In addition to the work-items commands, you can use:

• Open Media to place interactions in a given queue, move them to workbins, and so on.

Read Use Customizable Commands to see code snippets which demonstrate the usage of the commands.

Managing Work Items

The commands presented in this section are specific to work item interactions and cover the following features (this list is not exhaustive):

• Accept or decline a given work item;
• Pull and place in workbins;
• Close or stop the interactions.

Chains of Commands to Manage Workitems

Default Commands	Parameters
Chain InteractionWorkItemAccept
Accept	CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" > Genesyslab.Desktop.Modules.OpenMedia.Model.Interactions.IInteractionOpenMedia</ref> Extensions: KeyValueCollection<ref name="KeyValueCollection" />
Chain InteractionWorkItemDecline
Decline	CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" /> Reasons: KeyValueCollection<ref name="KeyValueCollection" > Genesyslab.Enterprise.Commons.Collections.KeyValueCollection</ref> Extensions: KeyValueCollection<ref name="KeyValueCollection" />
Close Available since: 8.1.200.16	CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
Chain InteractionWorkitemMarkDoneById
ConfirmWorkitem	ActionToConfirm: String<ref name="String" > System.String</ref> ConfirmParentWindow: Window<ref name="Window" > System.Window.Window</ref>
MarkDoneIdWorkitem	CommandParameter: String<ref name="String" /> WorkbinId: String<ref name="String" />
Chain InteractionWorkItemMoveToWorkbin
IsContactModified Added in 8.1.4	CaseId: String<ref name="String" />
IsWorkitemWorkbinDefined Deprecated since: 8.1.300.17	WorkbinId: String<ref name="String" /> WorkbinOptionName: String<ref name="String" /> CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" > Genesyslab.Desktop.Modules.OpenMedia.Model.Interactions.IInteractionOpenMedia</ref>
IsWorkbinDestinationDefined	WorkbinId: String<ref name="String" /> WorkbinOptionName: String<ref name="String" /> CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
SetAttachedDadaInformation	CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
UpdateInteractionUCS	CommandParameter: IInteraction<ref name="IInteraction" > Genesyslab.Desktop.Modules.Core.Model.Interactions.IInteraction</ref>
MoveToWorkbin	CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" /> WorkbinId: String<ref name="String" /> WorkbinParameter: String<ref name="String" /> Added in 8.1.4 WorkbinType: WorkbinType<ref name="WorkbinType" /> Added in 8.1.4
UpdateContactInformation Added in 8.1.4	CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
Chain InteractionWorkItemPossibleToMoveToWorkbin
SetWorkbinDefinition Added in 8.1.4	WorkbinId: String output parameter<ref name="String output parameter" > System.String output parameter</ref> WorkbinOptionName: String, output parameter<ref name="String, output parameter" > System.String, output parameter</ref> CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
IsWorkbinDestinationDefined	WorkbinId: String<ref name="String" /> WorkbinOptionName: String<ref name="String" /> CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
Chain InteractionWorkitemPutBackToOriginalSource
IsContactModified Added in 8.1.4	CaseId: String<ref name="String" />
PutBackWorkitem	CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" /> Destination: String<ref name="String" /> Reason: KeyValueCollection<ref name="KeyValueCollection" /> Extensions: KeyValueCollection<ref name="KeyValueCollection" />
Close	CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
UpdateContactInformation Added in 8.1.4	CommandParameter: IInteractionOpenMedia<ref name="IInteractionOpenMedia" />
Chain InteractionWorkItemSearchAndMoveToWorkbin
IsContactModified Added in 8.1.4	CaseId: String<ref name="String" />
SearchAndMoveToWorkbin
Chain InteractionWorkitemWorkflowFromInteractionESDK
ESDKWorkflow	CommandParameter: IIOpenMediaInteraction<ref name="IIOpenMediaInteraction" > Genesyslab.Enterprise.Model.Interaction.IIOpenMediaInteraction</ref> Workflow: String<ref name="String" /> Reasons: KeyValueCollection<ref name="KeyValueCollection" /> Extensions: KeyValueCollection<ref name="KeyValueCollection" /> AttachedDataInformation: IDispositionCode<ref name="IDispositionCode" > Genesyslab.Desktop.Modules.Core.Model.Interactions.IDispositionCode</ref> DispositionCode: KeyValueCollection<ref name="KeyValueCollection" />
Commands common to all interactions
Chain InteractionSetAttachedDataWithDelay
SetAttachedData	CommandParameter: IInteraction<ref name="IInteraction" /> AttachedData: KeyValueCollection<ref name="KeyValueCollection" />
Chain BundleClose
GetAttachedDataInformationUCS	CommandParameter: IInteractionsBundle<ref name="IInteractionsBundle" > Genesyslab.Desktop.Modules.Core.Model.Interactions.IInteractionsBundle</ref>
UpdateNotePadForVoice Available since: 8.1.300.17	CommandParameter: IInteractionsBundle<ref name="IInteractionsBundle" />
ResetInteractionChatConsultation	CommandParameter: IInteractionsBundle<ref name="IInteractionsBundle" />
IsContactModified Available since: 8.1.4	CaseId: String<ref name="String" />
IsPossibleToClose	CommandParameter: IInteractionsBundle<ref name="IInteractionsBundle" />
CompleteDispositionCodeOnBundle	CommandParameter: IInteractionsBundle<ref name="IInteractionsBundle" />
Close	CommandParameter: IInteractionsBundle<ref name="IInteractionsBundle" />
StopInteractionVoiceUCS	CommandParameter: IInteractionsBundle<ref name="IInteractionsBundle" />
GetOutboundPreviewRecord	CommandParameter: ICampaign<ref name="ICampaign" > Genesyslab.Enterprise.Model.Interaction.ICampaign</ref>

References

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