Session Tabs (Hosted Control)

Use Session Tabs type of hosted control to display customer information in a session tab in your agent application. The hosted control can read the session lines configuration for the session name configuration, and can evaluate which session line should be used to create the session name. An instance of this hosted control type must be available in your agent application for the session tabs to be displayed. More information: Session management in Unified Service Desk

Create a Session Tab hosted control

While creating a new hosted control, the fields in the New Hosted Control screen vary based on the type of hosted control you want to create. When you select Session Tabs from the USD Component Type drop-down list in the New Hosted Control screen, you don’t have to select any other fields. For detailed information about creating a hosted control, see Create or edit a hosted control.

Predefined UII actions

These are the predefined actions for this hosted control type.

ChatAgentIndicator

This action is used to indicate that the system is waiting for the agent to take action. It will also show the progress indicator time, and reset to 0.

Parameter Description
SessionId This is the ID of the session. The ID can also be retrieved from the context using the replacement parameter: [[context.sessionid]]

ChatCustomerIndicator

This action is used to indicate that the system is waiting for the customer to take action. It will also show the progress indicator time and reset to 0.

Parameter Description
SessionId This is the ID of the session. The ID can also be retrieved from the context using the replacement parameter: [[context.sessionid]]

CloseSession

This action will close a session. Before the session closes, the SessionClosing event is fired, followed by the SessionClosed event.

Parameter Description
SessionId This is the ID of the session that you want to close. You should specify this parameter to ensure that the required session is closed. If this parameter is not supplied, this action closes the current session.

FireEvent

Fires a user-defined event from this hosted control.

Parameter Description
name Name of the user-defined event.

All subsequent name=value pairs become the parameters to the event. For more information about creating a user-defined event, see Create a user-defined event.

HideChatIndicator

This action is used to hide the chat indicator.

Parameter Description
SessionId This is the ID of the session. The ID can also be retrieved from the context using the replacement parameter: [[context.sessionid]]

HideProgressIndicator

This action is used to hide the progress indicator.

Parameter Description
SessionId This is the ID of the session for which you want to hide the progress indicator. The ID can also be retrieved from the context using the replacement parameter: [[context.sessionid]]

RealignWindow

Displays the hosted control at the specified location on a monitor. You can display hosted control on up to two monitors. This action is applicable for hosted control instances that are configured to be placed on a USDFloatingPanel or USDFloatingToolPanel panel type.

Parameter Description
screen Specifies the screen on which to display the hosted control. Valid values are 1 or 2. If you don’t specify this parameter, 1 is passed by default.
left Specifies the position, in percentage, from the left of the screen on the target monitor where the hosted control should be displayed. Valid values are 0 through 100. If you don’t specify this parameter, 0 is passed by default.
top Specifies the position, in percentage, from the top of the screen on the target monitor where the hosted control should be displayed. Valid values are 0 through 100. If you don’t specify this parameter, 0 is passed by default.
width Specifies the width, in percentage, of the hosted control window on the target monitor. Valid values are 1 through 100. If you don’t specify this parameter, 100 is passed by default.
height Specifies the height, in percentage, of the hosted control window on the target monitor. Valid values are 1 through 100. If you don’t specify this parameter, 100 is passed by default.

ResetProgressIndicator

This action is used to reset the progress timer on the session tab. The progress indicator runs for 3 minutes.

Parameter Description
SessionId This is the ID of the session for which you want to reset the progress indicator. The ID can also be retrieved from the context using the replacement parameter: [[context.sessionid]]

SwitchSession

This action is used to switch the session between the local sessions. Also, switch from local to global session.

Parameter Description
SessionId This is the ID of the global or local session. The global session ID can also be retrieved from the context using the replacement parameter: [[$Session.Global]g]
For example: sessionid=[[$Session.Global]g]

Predefined events

The following predefined events are associated with this hosted control type. You can also create user-defined events for a hosted control. For information, see Create a user-defined event.

SessionClosed

Occurs after the session is closed.

Parameter Description
SessionId This is the ID of the session that was closed.
IsGlobal In the Global Manager version of this event, the IsGlobal flag is also passed. If the global session is closed, the flag would be True, Otherwise, False.

SessionCloseRequested

Occurs when the "X" is clicked on a session tab in the agent application. If this event is not handled, the system will automatically close the session. If the event is handled, the system will not automatically close the session, and you must attach an action call to this event that calls the CloseSession action on your Session Tabs hosted control to explicitly close the session.

SessionClosing

Occurs before a session is closed.

Parameter Description
SessionID This is the ID of the session that is closed.

See also

Session management in Unified Service Desk
Session Lines (Hosted Control)
Walkthrough 5: Display enhanced session information by displaying session name and overview data
Hosted control types and action/event reference