PEC-AS/Current/ManageCC/Chat options - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

2022-08-16T13:54:54Z

Text replacement - "Agent Desktop" to "Agent Workspace"

WikiSysop at 16:01, June 28, 2022

2022-06-28T16:01:06Z

Monique.gionet@genesys.com: Published

2021-07-22T17:13:57Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:29Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:32Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-08T17:32:35Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Chat channel options
|Application=Agent Setup
|Role=Administrator
|TocName=Chat channel options
|Platform=PureEngage
|ComingSoon=No
|Context=Learn about the chat channel options available in Agent Setup.
|Section={{Section
|alignment=Horizontal
|image=ASChatOptions4.png
|Media=Image
|structuredtext=In the '''Chat''' section of the '''Contact Center Settings''' page, configure the following options:
* '''Chat Auto Answer''' specifies that chat interactions are automatically answered when an agent receives the invitation.
* '''Chat Reject''' enables agents to reject incoming chats.
* '''Chat Nickname''' specifies the nickname that is displayed on the chat window in interactions. Type one the following syntax options:
** <tt>$Agent.UserName$</tt> to display full username.
** <tt>$Agent.LastName$</tt> to display only last name.
** <tt>$Agent.FirstName$</tt> to display only first name.
** <tt>$Agent.FullName$</tt> to display full name.
** <tt>$Agent.EmployeeId$</tt> to display employee ID.
* '''Lookup Contact for Chat''' activates Agent Desktop for contact lookup when an interaction is presented to an agent.
* '''Create Contact for Chat''' will create a contact if the initial contact lookup fails to find an existing contact.
* '''Click from Chat to Voice''' enables users to initiate a voice interaction by clicking a phone number in a chat transcript.
* '''Click from Chat to eMail''' enables users to initiate an email by clicking an email address in a chat transcript.
* '''Chat Interaction Ringtone Type''' specifies the chat ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
* '''Chat Interaction Ringtone Priority''' specifies the priority level of the chat ringtone within the channels. Enable the option and then type the number for the priority level.
|structuredtextwide=* '''Chat Interaction Ringtone Duration''' specifies how long the ringtone rings. Use the following values:
** <tt>-1</tt> specifies to repeat the ringtone until the chat is answered.
** <tt>0</tt> specifies to play the ringtone only one time.
** <tt>1</tt> or more specifies to play the ringtone for the specified duration (in milliseconds) and then repeat until the chat is answered.
* '''Chat Message Ringtone Type''' specifies the chat message ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
* '''Chat Message Sound Priority''' specifies the priority level of the chat message sound within the channels. Enable the option and then type the number for the priority level.
* '''Chat Message Sound Duration''' specifies the length of the sound. Use the following values:
** <tt>-1</tt> specifies to repeat the sound until the chat message is read.
** <tt>0</tt> specifies to play the sound only one time.
** <tt>1</tt> or more specifies to play the sound for the specified duration (in milliseconds) and then repeat until the chat message is read.
* '''Can Two Step Transfer''' enables two-step transfer of a chat, beginning with a chat consultation.
* '''Can Two Step Conference''' enables two-step conference of a chat, beginning with a chat consultation.
* '''Can One Step Transfer''' enables instant chat transfer.
* '''Auto-disconnect''' automatically disconnects a chat session when the agent is the last remaining party.
* '''On-hold Queue''' specifies the Interaction Queue where a chat interaction is placed when an agent places it on hold. This option can be overridden by a routing strategy.
* '''Warning time''' specifies the time in seconds that a warning alarm alerts an agent of a customer awaiting a chat response.
* '''Maximum time''' specifies the time in seconds
* '''Prompt for end''' displays a confirmation prompt to an agent when they select End. This option can be overridden by a routing strategy.
* '''URL push max records''' specifies the maximum size of the pushed URL list.
* '''Timestamp''' specifies whether the timestamp is displayed in the Chat transcript area.
* '''Typing''' specifies whether a typing notification is sent to customers during a chat interaction.
* '''Typing timeout''' specifies the duration in seconds of when the typing notification is displayed after the last keystroke.
* '''Decline''' allows an agent to decline incoming chat interactions.
* '''URL push''' allows an agent to push URLs to customers during chat sessions.
* '''Interaction Disposition''' allows an agent to set a disposition code for chat interactions.
|Status=No
}}
}}

@@ Line 29: / Line 29: @@
 **<code>$Agent.FullName$</code> to display the agent's full name.
 **<code>$Agent.EmployeeId$</code> to display the agent's employee ID.
-*'''Lookup Contact for Chat''' activates Agent Desktop for contact lookup when an interaction is presented to an agent.
+*'''Lookup Contact for Chat''' activates Agent Workspace for contact lookup when an interaction is presented to an agent.
 *'''Create Contact for Chat''' will create a contact if the initial contact lookup fails to find an existing contact.
 *'''Click from Chat to Voice''' enables users to initiate a voice interaction by clicking a phone number in a chat transcript.

@@ Line 15: / Line 15: @@
 |alignment=Horizontal
 |Media=Image
-|image=ASChatOptions4.png
+|image=AS_GAPI_32755_image.png
 |structuredtext=In the '''Chat''' section of the '''Contact Center Settings''' page, configure the following options:
 *'''Chat Auto Answer''' specifies that chat interactions are automatically answered when an agent receives the invitation.
 *'''Chat Reject''' enables agents to reject incoming chats.
 *'''Chat Nickname''' specifies the nickname that is displayed on the chat window in interactions. Type one the following syntax options:
 **<code>$Agent.UserName$</code> to display the agent's full username.
@@ Line 33: / Line 35: @@
 *'''Chat Interaction Ringtone Type''' specifies the chat ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
 *'''Chat Interaction Ringtone Priority''' specifies the priority level of the chat ringtone within the channels. Enable the option and then type the number for the priority level.
-|structuredtextwide=*'''Chat Interaction Ringtone Duration''' specifies how long the ringtone rings. Use the following values:
 **<tt>-1</tt> specifies to repeat the ringtone until the chat is answered.
 **<tt>0</tt> specifies to play the ringtone only one time.
 **<tt>1</tt> or more specifies to play the ringtone for the specified duration (in milliseconds) and then repeat until the chat is answered.
 *'''Chat Message Ringtone Type''' specifies the chat message ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
 *'''Chat Message Sound Priority''' specifies the priority level of the chat message sound within the channels. Enable the option and then type the number for the priority level.
@@ Line 43: / Line 47: @@
 **<tt>0</tt> specifies to play the sound only one time.
 **<tt>1</tt> or more specifies to play the sound for the specified duration (in milliseconds) and then repeat until the chat message is read.
 *'''Can Two Step Transfer''' enables two-step transfer of a chat, beginning with a chat consultation.
 *'''Can Two Step Conference''' enables two-step conference of a chat, beginning with a chat consultation.

@@ Line 2: / Line 2: @@
 |Standalone=No
 |DisplayName=Chat channel options
 |TocName=Chat channel options
 |Platform=GenesysEngage-cloud
-|ComingSoon=No
+|Role=Administrator
-|Context=Learn about the chat channel options available in Agent Setup.
+|Application=Agent Setup
 |Section={{Section
 |alignment=Horizontal
 |image=ASChatOptions4.png
 |structuredtext=In the '''Chat''' section of the '''Contact Center Settings''' page, configure the following options:
 * '''Chat Auto Answer''' specifies that chat interactions are automatically answered when an agent receives the invitation.
-* '''Chat Reject''' enables agents to reject incoming chats.
+*'''Chat Auto Answer''' specifies that chat interactions are automatically answered when an agent receives the invitation.
-* '''Chat Nickname''' specifies the nickname that is displayed on the chat window in interactions. Type one the following syntax options:
+*'''Chat Reject''' enables agents to reject incoming chats.
-** <tt>$Agent.UserName$</tt> to display full username.
+*'''Chat Nickname''' specifies the nickname that is displayed on the chat window in interactions. Type one the following syntax options:
-** <tt>$Agent.LastName$</tt> to display only last name.
+**<code>$Agent.UserName$</code> to display the agent's full username.
-** <tt>$Agent.FirstName$</tt> to display only first name.
+**<code>$Agent.LastName$</code> to display only the agent's last name.
-** <tt>$Agent.FullName$</tt> to display full name.
+**<code>$Agent.FirstNameLastInitial$</code> to display only the agent's first name and last initial.
-** <tt>$Agent.EmployeeId$</tt> to display employee ID.
+**<code>$Agent.FirstName$</code> to display only the agent's first name.
-* '''Lookup Contact for Chat''' activates Agent Desktop for contact lookup when an interaction is presented to an agent.
+**<code>$Agent.FullName$</code> to display the agent's full name.
-* '''Create Contact for Chat''' will create a contact if the initial contact lookup fails to find an existing contact.
+**<code>$Agent.EmployeeId$</code> to display the agent's employee ID.
-* '''Click from Chat to Voice''' enables users to initiate a voice interaction by clicking a phone number in a chat transcript.
+*'''Lookup Contact for Chat''' activates Agent Desktop for contact lookup when an interaction is presented to an agent.
-* '''Click from Chat to eMail''' enables users to initiate an email by clicking an email address in a chat transcript.
+*'''Create Contact for Chat''' will create a contact if the initial contact lookup fails to find an existing contact.
-* '''Chat Interaction Ringtone Type''' specifies the chat ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
+*'''Click from Chat to Voice''' enables users to initiate a voice interaction by clicking a phone number in a chat transcript.
-* '''Chat Interaction Ringtone Priority''' specifies the priority level of the chat ringtone within the channels. Enable the option and then type the number for the priority level.
+*'''Click from Chat to eMail''' enables users to initiate an email by clicking an email address in a chat transcript.
-|structuredtextwide=* '''Chat Interaction Ringtone Duration''' specifies how long the ringtone rings. Use the following values:
+*'''Chat Interaction Ringtone Type''' specifies the chat ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
-** <tt>-1</tt> specifies to repeat the ringtone until the chat is answered.
+*'''Chat Interaction Ringtone Priority''' specifies the priority level of the chat ringtone within the channels. Enable the option and then type the number for the priority level.
-** <tt>0</tt> specifies to play the ringtone only one time.
+|structuredtextwide=*'''Chat Interaction Ringtone Duration''' specifies how long the ringtone rings. Use the following values:
-** <tt>1</tt> or more specifies to play the ringtone for the specified duration (in milliseconds) and then repeat until the chat is answered.
+**<tt>-1</tt> specifies to repeat the ringtone until the chat is answered.
-* '''Chat Message Ringtone Type''' specifies the chat message ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
+**<tt>0</tt> specifies to play the ringtone only one time.
-* '''Chat Message Sound Priority''' specifies the priority level of the chat message sound within the channels. Enable the option and then type the number for the priority level.
+**<tt>1</tt> or more specifies to play the ringtone for the specified duration (in milliseconds) and then repeat until the chat is answered.
-* '''Chat Message Sound Duration''' specifies the length of the sound. Use the following values:
+*'''Chat Message Ringtone Type''' specifies the chat message ringtone type. Enable the option and then select the ringtone type from the drop-down list box.
-** <tt>-1</tt> specifies to repeat the sound until the chat message is read.
+*'''Chat Message Sound Priority''' specifies the priority level of the chat message sound within the channels. Enable the option and then type the number for the priority level.
-** <tt>0</tt> specifies to play the sound only one time.
+*'''Chat Message Sound Duration''' specifies the length of the sound. Use the following values:
-** <tt>1</tt> or more specifies to play the sound for the specified duration (in milliseconds) and then repeat until the chat message is read.
+**<tt>-1</tt> specifies to repeat the sound until the chat message is read.
-* '''Can Two Step Transfer''' enables two-step transfer of a chat, beginning with a chat consultation.
+**<tt>0</tt> specifies to play the sound only one time.
-* '''Can Two Step Conference''' enables two-step conference of a chat, beginning with a chat consultation.
+**<tt>1</tt> or more specifies to play the sound for the specified duration (in milliseconds) and then repeat until the chat message is read.
-* '''Can One Step Transfer''' enables instant chat transfer.
+*'''Can Two Step Transfer''' enables two-step transfer of a chat, beginning with a chat consultation.
-* '''Auto-disconnect''' automatically disconnects a chat session when the agent is the last remaining party.
+*'''Can Two Step Conference''' enables two-step conference of a chat, beginning with a chat consultation.
-* '''On-hold Queue''' specifies the Interaction Queue where a chat interaction is placed when an agent places it on hold. This option can be overridden by a routing strategy.
+*'''Can One Step Transfer''' enables instant chat transfer.
-* '''Warning time''' specifies the time in seconds that a warning alarm alerts an agent of a customer awaiting a chat response.
+*'''Auto-disconnect''' automatically disconnects a chat session when the agent is the last remaining party.
-* '''Maximum time''' specifies the time in seconds
+*'''On-hold Queue''' specifies the Interaction Queue where a chat interaction is placed when an agent places it on hold. This option can be overridden by a routing strategy.
-* '''Prompt for end''' displays a confirmation prompt to an agent when they select End. This option can be overridden by a routing strategy.
+*'''Warning time''' specifies the time in seconds that a warning alarm alerts an agent of a customer awaiting a chat response.
-* '''URL push max records''' specifies the maximum size of the pushed URL list.
+*'''Maximum time''' specifies the time in seconds
-* '''Timestamp''' specifies whether the timestamp is displayed in the Chat transcript area.
+*'''Prompt for end''' displays a confirmation prompt to an agent when they select End. This option can be overridden by a routing strategy.
-* '''Typing''' specifies whether a typing notification is sent to customers during a chat interaction.
+*'''URL push max records''' specifies the maximum size of the pushed URL list.
-* '''Typing timeout''' specifies the duration in seconds of when the typing notification is displayed after the last keystroke.
+*'''Timestamp''' specifies whether the timestamp is displayed in the Chat transcript area.
-* '''Decline''' allows an agent to decline incoming chat interactions.
+*'''Typing''' specifies whether a typing notification is sent to customers during a chat interaction.
-* '''URL push''' allows an agent to push URLs to customers during chat sessions.
+*'''Typing timeout''' specifies the duration in seconds of when the typing notification is displayed after the last keystroke.
-* '''Interaction Disposition''' allows an agent to set a disposition code for chat interactions.
+*'''Decline''' allows an agent to decline incoming chat interactions.
 |Status=No
 }}
 }}

PEC-AS/Current/ManageCC/Chat options - Revision history

Mwest: Text replacement - "Agent Desktop" to "Agent Workspace"

WikiSysop at 16:01, June 28, 2022

Monique.gionet@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"