Documentation:HTCC:IWWDep:IntChat:9.0.0DRAFT

Chat

Agent Workspace supports the following functionality for Chat interactions:

• Accept an interaction
• Reject an interaction
• Ignore an interaction
• End an interaction
• One-Step Transfer an interaction
• Consult with another agent about an interaction
• Set Interaction Disposition
• Mark Done
• Emoji

Enabling the Chat channel

You can enable agents to use the Chat channel to handle inbound chat interactions from a contact that is stored in Universal Contact Server (UCS).

Before you begin, ensure that the following prerequisites are met:

• The GWS Application Server object application has a connection to Universal Contact Server and Interaction Server.
• Enabling Agents To Manage Contacts.
• A capacity rule that allows Agents to receive chat interactions.

To enable the Chat channel:

1. Allow the Chat privileges in the interaction-workspace section of the GWS Application Server object application object.
2. Configure the Chat options in the interaction-workspace section of the GWS Application Server object application object.
3. To enable Chat transfer without a strategy, in the Chat Media Type Object, set the value of the delivering-timeout option to 20 seconds or less.

Privileges

You use the following options in the [interaction-workspace] section to allow Chat privileges for agents. These privileges depend on the privilege.chat.can-use privilege being granted.

• privilege.chat.can-click-to-dial: Enable the agent to use the Click to Dial feature identified by expression.phone-number. Depends on expression.validate.phone-number.
• privilege.chat.can-click-to-email Enable the agent to use the Click to Email feature identified by expression.email-address. Depends on expression.validate.email-address.
• privilege.chat.can-consult: Enable the agent to use chat consultation.
• privilege.chat.can-decline: Enable the agent to decline incoming chat interactions.
• privilege.chat.can-one-step-conference: Enable the agent to use instant chat conference.
• privilege.chat.can-one-step-transfer: Enable the agent to use instant chat transfer.
• privilege.chat.can-push-url: Enable the agent to push URLs to customers during chat sessions.
• privilege.chat.can-release: Enable the agent to manually end chat conversations.
• privilege.chat.can-release-consultation: Enable the agent to manually end a chat consultation. Depends on privilege.chat.can-consult.
• privilege.chat.can-set-interaction-disposition: Enable the agent to set the disposition code on chat interactions.
• privilege.chat.can-two-step-conference: Enable the agent to chat conference in two steps, started by a chat consultation. Depends on privilege.chat.can-consult.
• privilege.chat.can-two-step-transfer: Enable the agent to chat transfer in two steps, started by a chat consultation. Depends on privilege.chat.can-consult.
• privilege.chat.show-monitoring.can-use: Enable the agent to be informed that the current chat interaction is monitored by a supervisor.
• privilege.chat.can-use-emoji-picker: Enables the agent to use an emoji picker.

Configuration Options

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

• privilege.chat.can-use: Mandatory to use the chat channel. When the value is set to true, the agent is permitted to use the Chat channel.
• chat.auto-answer: Specifies whether a chat interaction is automatically accepted and joined when a Interaction Server Invite event is received. This option can be overridden by a routing strategy as described in this Configuration Guide.
• chat.auto-answer.timer (<media-type>.auto-answer.timer): When chat.auto-answer is set to true, this option specifies that Workspace displays a timer that enables an agent to view case information before the interaction is automatically answered.
• chat.auto-answer.enable-reject (<media-type>.auto-answer.enable-reject): When chat.auto-answer is set to true and <media-type>.auto-answer.timer has a time specified, this option specifies that an agent can choose to reject the interaction before it is automatically answered.
• chat.enable-auto-disconnect: Specifies whether the chat session is automatically disconnected if the agent is the last party remaining in the chat session.
• chat.new-message-bell: Specifies the path of the sound file Workspace plays when a new chat message arrives.
• chat.nickname: Specifies that a nickname (pseudonym) is used in chat sessions instead of the agent's user name, and defines the nickname.
• chat.pending-response-to-customer: Specifies two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat from a customer. Three levels are displayed: before the warning time, between the warning time and the maximum time, and after the maximum time.
• 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.os-emoji-is-enabled: Specifies whether emojis are displayed as images or as standard OS/browser emojis.
• chat.prompt-for-done: Specifies if the application prompts a confirmation message when a user clicks Done. This option is only available for interaction open media.
• chat.prompt-for-end: Specifies if the application prompts a confirmation message when a user clicks End.
• chat.mark-done.reason-on-stop: Specifies the optional reason to be applied when a chat interaction is marked as Done. This option is only available for chat interactions.
• chat.mark-done.reason-on-place-in-queue: Specifies the optional reason to be applied when a chat interaction is placed in queue. This option is only available for chat interactions.
• chat.push-url.max-records: Specifies the maximum size of the pushed URL list.
• chat.ringing-bell: Specifies the path of the sound file Workspace plays when a chat interaction is ringing.
• expression.identify.phone-number: Specifies the regular expression that identifies a phone number in a chat transcript.
• expression.validate.email-address: Specifies the regular expression that identifies a email address in the chat.
• expression.validate.phone-number: Specifies the regular expression that identifies a phone number in the chat transcript.
• interaction.disposition.is-mandatory: Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction.
• interaction.disposition.key-name: The key that is used to populate attached data or a user event when a disposition code is submitted to the back-end system, such as T-Server, Interaction Server, and Contact Server.
• interaction.disposition.use-attached-data: Enables the adding of attached data from the interaction in UserEvent.
• interaction.disposition.value-business-attribute: A character string that specifies the name of the Business Attribute that contains the Attribute Values that are used as an enumerated value for a disposition code.

There are also options that you can use to control the appearance of chat interactions in the agent interface:

• chat.detail-region.default-display-mode: Specifies the default display mode for the Details view in the interaction view: medium, large, or collapsed. This enables you to preset the collapsible and expandable panes in the chat interaction view to suit the needs of your agents.
• chat.time-stamp: Specifies whether the time stamp is displayed in the Chat transcript area.
• chat.typing-is-enabled: Specifies whether typing notification is sent to the contact during a chat interaction. It should be disabled for Chat Server lower than 8.0.1.
• chat.typing-timeout: Defines the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.