Chat

Workspace Agent Desktop 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

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:

• A working knowledge of Genesys Administrator Extension (GAX).
• The WS_Cluster application object exists in the Configuration Database.
• The WS_Cluster 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. Configure the Chat options in the interaction-workspace section of the WS_Cluster application object.
2. 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.

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.enable-auto-disconnect

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether the chat session is automatically disconnected if the agent is the last party remaining in the chat session.

chat.new-message-bell

• Default Value:
• Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the path of the sound file Workspace plays when a new chat message arrives. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound

• 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.prompt-for-done

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies if the application prompts a confirmation message when a user clicks Done. This option is only available for interaction open media. This option can be overridden by a routing strategy as described in this Configuration Guide.

chat.prompt-for-end

• Default Value: false
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies if the application prompts a confirmation message when a user clicks End. This option can be overridden by a routing strategy as described in this Configuration Guide.

chat.push-url.max-records

• Default Value: 20
• Valid Values: Any integer
• Changes take effect: When the session is started or restarted.
• Description: Specifies the maximum size of the pushed URL list.

chat.ringing-bell

• Default Value:
• Valid Values: All special characters that are valid in a URL file path, the '|' separator, and numeric values.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the path of the sound file Workspace plays when a chat interaction is ringing. For example: 'BELL|7|0'. The value has three components that are separated by the pipe ('|') character. The first is the sound file name (the BELL, RING, CHORD or WARNING predefined aliases or an absolute URL to a MP3 file). The second is a priority — the higher the integer, the higher the priority. The last is the duration, which can have the following values:
  • -1 — play and repeat the sound until an explicit message, such as event established, causes it to stop.
  • 0 — play the whole sound once
  • an integer greater than 0 — the length of time, in milliseconds, to play and repeat the sound

expression.email-address

• Default Value: (\w+([-+.]\w+)*@\w+([-.]\w+)*\.\w+([-.]\w+)*)
• Valid Values: A regular expression
• Changes take effect: When the session is started or restarted.
• Description: Specifies the regular expression that identifies a email address in the chat.

expression.phone-number

• Valid Description: A regular expression.
• Default Value: (?:(?:[\+]?([\d]{1,3}(?:[ ​]*|[\-.])))?[(]?([\d]{1,3})[\-/)]?(?:​[ ​]+|[\-.])?)?([\d]{3,})
• Changes take effect: When the session is started or restarted.
• Description: Specifies the regular expression that identifies a phone number in the chat transcript. This option can be overridden by a routing strategy as described in Configuration Guide.

• interaction.disposition.is-mandatory — Specifies whether it is mandatory for the agent to set a disposition code before Marking Done an interaction. This option can be overridden by a routing strategy.
• interaction.disposition.is-read-only-on-idle — Prevents changes to the disposition code after the interaction has been released. This option can be overridden by a routing strategy.
• 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. This option can be overridden by a routing strategy.
• interaction.disposition.use-attached-data — Enables the adding of attached data from the interaction in UserEvent. This option can be overridden by a routing strategy.
• 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. This option can be overridden by a routing strategy.

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

chat.agent.prompt-color

• Default Value: #385078
• Valid Values: Valid Hexadecimal (HTML) color code
• Changes take effect: When the session is started or restarted.
• Description: Specifies the color of the prompt for the messages that are entered by the agent in the Chat view.

chat.agent.text-color

• Default Value: #385078
• Valid Values: Valid Hexadecimal (HTML) color code
• Changes take effect: When the session is started or restarted.
• Description: Specifies the color of the text of the messages that are entered by the agent in the Chat view.

chat.client.prompt-color

• Default Value: #166FFF
• Valid Values: Valid Hexadecimal (HTML) color code
• Changes take effect: When the session is started or restarted.
• Description: Specifies the color of the text of the messages that are entered by the target client in the Chat view.

chat.client.text-color

• Default Value: #166FFF
• Valid Values: Valid Hexadecimal (HTML) color code
• Changes take effect: When the session is started or restarted.
• Description: Specifies the color of the client text in the Chat view.

chat.system.text-color

• Default Value: #8C8C8C
• Valid Values: Valid Hexadecimal (HTML) color code.
• Changes take effect: When the session is started or restarted.
• Description: Specifies the color of the text for system messages in the Chat view.

chat.time-stamp

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: Specifies whether the time stamp is displayed in the Chat transcript area.

chat.typing-is-enabled

• Default Value: true
• Valid Values: true, false
• Changes take effect: When the session is started or restarted.
• Description: 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

• Default Value: 10
• Valid Values: From 0 to MAXINT
• Changes take effect: When the session is started or restarted.
• Description: Defines the duration, in seconds, that the typing notification is displayed after the last keystroke and before the agent or contact sends their message.