Displaying Business Attributes in Case Data / Case Information

[aur8l]

Hi all,

I am currently stuck while trying to get my head around displaying Case Information / Case Data in WDE.
How can I control exactly what I am seeing there?

Let's say I have interaction.case-data.format-business-attribute = ContactAttributes, I automatically get in Case Information AND Case Data all of the attributes values contained in Contact Attributes.
First, is there a way to select only a part of them for display? Second, is it possible to display attributes values coming out of 2 different Business Attributes?

[cavagnaro]

Yes, check the Iw_Overrideoptions.
In your strategy you define this attach data with the value of a list. In that list you define which WDE option to override, in this case the CaseData one. In that list the value of the option is the new business attributes you wanna show for your agent.
Override options by strategy on WDE documentation is your friend.


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[aur8l]

Sadly enough, the strategy is implemented by our vendor and I can't access it. I doubt that it is overriding anything though.

I fell like your answer is not accurate (not saying it is wrong - as you are absolutely right about how to override config in the strategy). I can use the configuration of the WDE application to display stuff, but it is just displaying everything, and won't allow me to pick exactly what I want to display.
To clarify, I want to know how I can display in case information and case data anything that is a business attribute value.

Cheers

[cavagnaro]

WDE reads only those BA that are part of a group of BA. There MANY BA that are not intended to be show like MediaType for example.
As said, you define what to show by creating a group and there you let know WDE what to show.

[Dionysis]

If you don't have access to the strategy you could use an existing user data key to define the override.

CustomerSegment for example:
set IW_OverrideOptions = CustomerSegment

Then create Business Attributes for the possible values of CustomerSegment with the user data you want for each one.

[cavagnaro]

CustomerSegment should be a list (IRD or CME) Dionysis, in that list he defines which WDE options he wanna override...is not the BusinessAttributes directly on the IW_OverrideOptions.

[Dionysis]

My apologies, you're right Cav, it's a little more complicated, but still possible.

So assuming we have CustomerSegment = Sales:

1 - WDE gets this:
[interaction-workspace]
interaction.override-option-key = CustomerSegment

2 - create a transaction list called "Sales" which contains:
[interaction-workspace]
interaction.case-data.format-business-attribute = SalesAttributes

3 - Create a new Business Attributes object called "SalesAttributes" which contains the custom set of user data keys you want to display.

[cavagnaro]

Problem with that approach is that if he shares that name among many agent groups and strategies will affect everybody. :S
I would suggest to create another WDE application and just change the value for the one you want and make the agents you need to use this new WDE application

[Dionysis]

Yes, it is an all or nothing approach if using a single WDE application.

[aur8l]

All good, I indeed went for the solution of a specific WDE application and a new Business Attributes set. So you all confirm that only one set of Business Attributes can be displayed?

[cavagnaro]

One group per WDE, this can have as many attributes as you want.

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