Altocloud Administrator FAQs

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This topic is part of the manual Altocloud Administrator's Guide for version Current of Altocloud.

This page lists all FAQs for Altocloud administrators.

No FAQs for this platform yet.

Can a user qualify for an action map more than once within a single session?

When you create an action map, you specify the conditions, or triggers, that will make it for a user. Possible triggers include:

Important
  • If multiple action maps are qualified, the priority of each action map determines which one is offered to the user. For more information, see Set the priority and How actions work.
  • A customer cannot qualify for the same action map multiple times in a single.

[View in source]

Can I use a tag management system to deploy the tracking snippet?

To easily deploy the Altocloud tracking snippet, use your preferred tag manager. For example:

Important
  • Deploy the widgets transport above the location where you deploy the Altocloud tracking snippet.
  • uBlock and other ad blocking software is known to block tag managers, in which case the tracking snippet deployed through the tag manager would also be blocked. For more information, see Ad blockers.

[View in source]

How can I troubleshoot the tracking snippet?

If the tracking snippet does not work properly when you load your web pages, check the following things:

  • Is the snippet on the correct page?
  • Is the snippet correctly placed in the header?
  • Are all of the parameters specified correctly?
  • Are there any typos, missing characters, or extra white space?
  • Have any characters been replaced by their printable equivalents?
  • Is the domain on the list of allowed domains?

For more suggestions, see Deployment notes.

[View in source]

How does Altocloud ensure that an agent is available to chat with a customer?

When Altocloud presents a user an offer to chat, that offer can include an invitation to speak directly with a live person such an agent or salesperson. The agent or salesperson is part of a team that has a corresponding queue in your contact center. Multiple action maps can route to the same target queue.

Predictive Engagement offers chats to users only when both of the following occur:

  • The user agrees to speak to an agent.
  • An agent is available to respond to the user.

In addition to determining whether agents are available, Altocloud also manages chat routing to ensure that agents will not be overwhelmed by chats. Altocloud uses one of the following, depending on your configuration:

  • For most customers, Altocloud uses an estimated wait time (EWT) of approximately 20 seconds. If an agent will not be available within 20 seconds, the chat is not offered to the user.
    Feature coming soon
    If you use EWT, and you have a predefined Service Level Agreement that includes a queue throttling provision, Altocloud follows those configuration guidelines.
  • For Genesys Engage Premises customers only, the Agent Pacing Service determines agent availability.

To configure a target for an action map, create an action map and use the Route to target section to select the team who should talk to the users that the action map engages.

For more information on creating queues in Genesys Cloud, see Queue administration.
[View in source]

No FAQs for this platform yet.

Can a user qualify for an action map more than once within a single session?

When you create an action map, you specify the conditions, or triggers, that will make it for a user. Possible triggers include:

Important
  • If multiple action maps are qualified, the priority of each action map determines which one is offered to the user. For more information, see Set the priority and How actions work.
  • A customer cannot qualify for the same action map multiple times in a single.

[View in source]

Can I use a tag management system to deploy the tracking snippet?

To easily deploy the Altocloud tracking snippet, use your preferred tag manager. For example:

Important
  • Deploy the widgets transport above the location where you deploy the Altocloud tracking snippet.
  • uBlock and other ad blocking software is known to block tag managers, in which case the tracking snippet deployed through the tag manager would also be blocked. For more information, see Ad blockers.

[View in source]

How can I troubleshoot the tracking snippet?

If the tracking snippet does not work properly when you load your web pages, check the following things:

  • Is the snippet on the correct page?
  • Is the snippet correctly placed in the header?
  • Are all of the parameters specified correctly?
  • Are there any typos, missing characters, or extra white space?
  • Have any characters been replaced by their printable equivalents?
  • Is the domain on the list of allowed domains?

For more suggestions, see Deployment notes.

[View in source]

How does Altocloud ensure that an agent is available to chat with a customer?

When Altocloud presents a user an offer to chat, that offer can include an invitation to speak directly with a live person such an agent or salesperson. The agent or salesperson is part of a team that has a corresponding queue in your contact center. Multiple action maps can route to the same target queue.

Predictive Engagement offers chats to users only when both of the following occur:

  • The user agrees to speak to an agent.
  • An agent is available to respond to the user.

In addition to determining whether agents are available, Altocloud also manages chat routing to ensure that agents will not be overwhelmed by chats. Altocloud uses one of the following, depending on your configuration:

  • For most customers, Altocloud uses an estimated wait time (EWT) of approximately 20 seconds. If an agent will not be available within 20 seconds, the chat is not offered to the user.
    Feature coming soon
    If you use EWT, and you have a predefined Service Level Agreement that includes a queue throttling provision, Altocloud follows those configuration guidelines.
  • For Genesys Engage Premises customers only, the Agent Pacing Service determines agent availability.

To configure a target for an action map, create an action map and use the Route to target section to select the team who should talk to the users that the action map engages.

For more information on creating queues in Genesys Cloud, see Queue administration.
[View in source]

No FAQs for this platform yet.

Can a user qualify for an action map more than once within a single session?

When you create an action map, you specify the conditions, or triggers, that will make it for a user. Possible triggers include:

Important
  • If multiple action maps are qualified, the priority of each action map determines which one is offered to the user. For more information, see Set the priority and How actions work.
  • A customer cannot qualify for the same action map multiple times in a single.

[View in source]

Can I use a tag management system to deploy the tracking snippet?

To easily deploy the Altocloud tracking snippet, use your preferred tag manager. For example:

Important
  • Deploy the widgets transport above the location where you deploy the Altocloud tracking snippet.
  • uBlock and other ad blocking software is known to block tag managers, in which case the tracking snippet deployed through the tag manager would also be blocked. For more information, see Ad blockers.

[View in source]

How can I troubleshoot the tracking snippet?

If the tracking snippet does not work properly when you load your web pages, check the following things:

  • Is the snippet on the correct page?
  • Is the snippet correctly placed in the header?
  • Are all of the parameters specified correctly?
  • Are there any typos, missing characters, or extra white space?
  • Have any characters been replaced by their printable equivalents?
  • Is the domain on the list of allowed domains?

For more suggestions, see Deployment notes.

[View in source]

How does Altocloud ensure that an agent is available to chat with a customer?

When Altocloud presents a user an offer to chat, that offer can include an invitation to speak directly with a live person such an agent or salesperson. The agent or salesperson is part of a team that has a corresponding queue in your contact center. Multiple action maps can route to the same target queue.

Predictive Engagement offers chats to users only when both of the following occur:

  • The user agrees to speak to an agent.
  • An agent is available to respond to the user.

In addition to determining whether agents are available, Altocloud also manages chat routing to ensure that agents will not be overwhelmed by chats. Altocloud uses one of the following, depending on your configuration:

  • For most customers, Altocloud uses an estimated wait time (EWT) of approximately 20 seconds. If an agent will not be available within 20 seconds, the chat is not offered to the user.
    Feature coming soon
    If you use EWT, and you have a predefined Service Level Agreement that includes a queue throttling provision, Altocloud follows those configuration guidelines.
  • For Genesys Engage Premises customers only, the Agent Pacing Service determines agent availability.

To configure a target for an action map, create an action map and use the Route to target section to select the team who should talk to the users that the action map engages.

For more information on creating queues in Genesys Cloud, see Queue administration.
[View in source]

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