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Chat Interactions

Workspace employs the following privileges for all Chat interactions:

  • Can Use Chat Media
  • Can Decline Chat
  • Can Release
  • Can One Step Transfer
  • Can One Step Conference
  • Can Push Url
  • Can Set Interaction Disposition
  • Show Silent Monitoring

You use the following options in the interaction-workspace section to configure Chat interactions:

  • options.record-option-locally-only — Specifies whether the display settings for the agent are stored locally or in the agent annex.
  • chat.pending-response-to-customer — Defines two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat. Three levels are displayed: below the warning time, between the warning time and the maximum time, and above the maximum time. Agents are warned by the flashing of various elements in the user interface, including the taskbar, collapse/expand button, the interaction bar, and the pending response timer. If the agent places his or her mouse pointer on any of these flashing elements, a preview of the last received message from the contact is displayed.
  • chat.toast-information-key — Specifies whether the Information area is displayed in the Chat interaction notification. The option specifies the name of the attached data key that contains the information.
  • chat.typing-timeout — Specifies the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.
  • chat.new-message-bell — Specifies the new Chat sound configuration string.
  • chat.reconnect-attempts—Defines the number of attempts to reconnect to the chat session. This applies to environments that implement Chat High Availability (HA) but also to simple environments if network disconnection occurs during a chat session.
  • chat.reconnect-timeout—Defines the interval between each attempt to reconnect to the chat session. This applies to environments that implement Chat High Availability (HA) but also to simple environments if network disconnection occurs during a chat session.
  • chat.nickname—Specifies that a nickname (pseudonym) is used in chat sessions instead of the agent's user name, and defines the nickname.
  • display-format.chat-agent-name—Specifies the display format of agent identifiers in agent and team supervisor views.

Configuring Chat Conference and Consultation with a Skill, Group, or Interaction Queue

Agents can use the Team Communicator to find an "Instant Chat Conference" and "Start Chat Consultation" target based on a skill, group, or interaction queue instead of searching for a specific individual or DN. The system router finds the next available target from a list of targets based on the skill, group, or interaction queue that is selected by the agent. A Business Process tries to route the call based on attached data. You can configure the contact attempt interval and the number of attempts to find an available target with the specified skill or in the specified agent group or interaction queue before the request times out. The requesting agent is informed if the request has timed out.

The following attached data keys are populated by Workspace:

  • InternalConferenceInviteOwnerId—The employeeId of the agent who is requesting the conference or consultation.
  • InternalConferenceInviteOwnerInteractionId—The Interaction Id of parent Interaction.

To enable this feature, allow the following privilege:

  • Can One Step Conference

To configure the features of the Chat conference or consultation with a skill, an agent group, or an interaction queue, set the following configuration options:

This page was last modified on January 30, 2015, at 06:44.

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