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11-02-2022 08:26 AM - edited 11-02-2022 08:27 AM
Hi,
I created new Experience via App Engine Studio so I have my own Configurable Workspace which I can further customize.
Question:
How to add Advanced Work Assignment (as same as it is present in OOB CSM/FSM Configurable Workspace)?
When I take a look on CSM/FSM Configurable Workspace in UI Builder, I can see that there are Inbox and Ongoing pages but it is not possible (at least I did not find how) to configure them (the components that are contained there are not available for adding) the same way in UI Builder for my custom Workspace.
I tried to "copy" the backend configuration of Inbox/Inbox Empty and Ongoing/Ongoing Empty pages, but it was not working. Something must be missing somewhere...
Any advice will be well appreciated.
Thanks.
Jan
Solved! Go to Solution.
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11-03-2022 05:46 AM

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11-02-2022 09:12 AM
Did you also copy the chrome_toolbar under UX Page properties? Look for the one with a description: Inbox & Ongoing toolbar button configuration for CWF Agent Workspace.
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11-03-2022 01:17 AM
Yeah I did indeed (forgot to mention in my post). I took me a while to figure it out bc the final result is that you have two "chrome_toolbar" records with different unique names, but I did and did not work.
Anyway, r u saying that:
- copy inbox & inbox empty
- copy ongoing & ongoing empty
- copy chrome_toolbar
that should be all I need to do and it should work? There is anything else that needs to be done anywhere?
Jan
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11-03-2022 04:26 AM - edited 11-03-2022 04:28 AM
OK, so I was able to implement Advanced Work Assignment in my Custom Workspace. Works fine for non-Chat Workitems.
For chat, I am able to:
- initiate the chat by the Caller
- Workitem with chat appears in my Queue
- I (as an Agent) can accept the workitem and get the connection
BUT, the Chat part is missing on the Interaction record so I cannot chat with the Caller.
Any ideas here? As a kudos for answer, I will present how I made the AWA work on my Custom Workspace (is needs to be done all in backend, no way how to do it natively via UI Builder) 🙂
Jan
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11-03-2022 05:46 AM
Chat solved. The "Agent Chat Shell" needs to be copied as well 🙂