Documentation:HTCC:IWWDep:IntSRL:9.0.0DRAFT

Standard Responses Library

The Standard Responses Library (SRL) enables agents to access a database of prewritten standard responses for interactions. Agents can insert these responses as replies into any email or chat message.

Agents can modify the contents of a standard response after inserting it into an email interaction or chat message.

To use the Standard Responses Library, you must set up the multimedia feature in Web Services, by using the features-definition.json file.

Agents can insert these responses as replies into any email, instant messaging, or chat message, or they can read them to the contact during a voice interaction.

Before you begin, ensure the following prerequisites are met:

• A GWS Application Server object object exists in the Configuration Database.
• Workspace has a connection to Universal Contact Server.
• The privilege.SRL.can-use option must be enabled.
• The following options are configured:
  • standard-response.categories
  • standard-response.field.Agent.<CustomFieldCode> and/or standard-response.field.<CustomFieldCode>

    In the name of the option, CustomFieldCode represents a field code that is called in a Standard Response object created in eServices Manager and stored in Universal Contact Server. Use this option to specify a custom field code such as an agent nickname, role, department, or other qualification. The value of the option is specific to the agent, agent group, tenant, or application. Refer to Standard Responses Library for more information.

    The value of this option represents the data that is used to populate the corresponding field codes when a Standard Response is inserted into an interaction. You can format CustomFieldCode to represent a custom agent attribute using the following pattern: Agent.<CustomAgentAttr>, or any custom attribute by dropping the agent modifier: <CustomFieldCode>.

    Examples:

    • standard-response.field.Agent.Nickname = Lee
    • standard-response.field.Department = Sales

• Optional. To allow agents to use the Quick Search feature of the Responses database, enable the privilege.SRL.can-quick-search option.
• Optional. To allow your agents to mark and unmark responses as favorites and filter the Responses tab to show only favorite responses, grant the privilege.standard-response.favorites.can-use privilege.
• Optional. To create shortcuts for Standard Responses that an agent can type in the message composition field to automatically insert a Response into an active email or chat interaction, make the following configurations:
  • Define a prefix, such as "#", that will indicate that the following word is a keyword, such as "JulySale". Specify the prefix as the value for the editor.SRL.shortcuts.prefix option. In this example, the shortcut an agent would use is "#JulySale".
  • Define the keyword for the shortcut by creating the standard-response.shortcuts.<keyword> option where the name of the option represents the keyword to be entered by agents to use the shortcut. For example: standard-response.shortcuts.JulySale. Specify the path to the Response that is defined in Knowledge Manager as the value for this option. For example 2021Specials\JulySale.
• Optional. To enable agents to use a shortcut to insert a Standard Response to an email or chat interaction, allow the following privileges:
  • privilege.standard-response.shortcuts.can-use: Allows an agent to use responses shortcuts.
  • privilege.standard-response.shortcuts.can-filter: Allows an agent to filter the Responses view to see only those with assigned shortcuts.
• Optional. To enable agents to use the Suggested Responses feature to find the most relevant responses from the Standard Response Library, then insert a Standard Response to an email or chat interaction, allow the following privileges and set the following option:
  • privilege.standard-response.suggested-response.can-use: Enables an agent to use suggested responses in the Responses view.
  • standard-response.suggested-responses.min-relevance: Specifies the minimum level of relevance to filter the display of suggested responses in the Responses view.
  • standard-response.suggested-categories.max-number: Specifies the maximum number of suggested response categories displayed in the Responses view.
• Optional. Ensure that privileges related to channels are enabled. For more details, see:
  • Setting Up Agents
  • Voice Interactions
  • Email Interactions
  • Chat Interactions

To enable an agent to access the Universal Contact Server database of prewritten standard responses for interactions:

1. For information about creating and managing Standard Responses and standard response field codes, refer to eServices Manager.
2. Enable an index search on SRL in the Universal Contact Server configuration.
   • Set the index\enabled option to true.
   • Set the index.srl\enabled option to true.
   For more details about these settings, refer to the UCS Configuration Options.
3. Configure the other Standard Response options to meet the requirements of your environment.
4. (Optional) Create custom field codes for agents, agent groups, tenants, or at the application level that can be used by Standard Response objects. Use the standard-response.field.<[Agent.]CustomFieldCode> option to specify a custom field code and value, such as an agent nickname, role, department, or other qualification, and then insert the field code into a Standard Response object.
   
   For example, you could create a set of field codes for a Standard Response for an agent signature such as the following:

   Name: "Signature"
   Text: "<$ Agent.Title $> <$ Agent.FullName $> (< $Agent.NickName$ >) - <$ Agent.Position $>
   <$ Department $>"

   In the Agent annex configure standard-response.field.<[Agent.]CustomFieldCode>:

   • 'interaction-workspace'/'standard-response.field.Agent.Title' = "Ms"
   • 'interaction-workspace'/'standard-response.field.Agent.NickName' = "Beth"
   • 'interaction-workspace'/'standard-response.field.Agent.Position' = "Technical Support Analyst"

   In the Agent Group annex (in Configuration Server):

   • 'interaction-workspace'/'standard-response.field.Department' = "Customer Care"