• Web Chat Properties

<Web Chat Routing Report   How to navigate to this page>   Typical display>

Manage the properties of an individual Web Chat routing entry.

General Tab

Details to uniquely identify this entry.

•Name - this should be set to a unique name for your new Web Chat routing point entry.  This must not conflict with any other device names configured in your system;
•Description - a textual description for the routing point;
•URL - a list of URL patterns used to identify which websites from which this device accepts incoming Web Chats.  An asterisk is used to represent any sequence of characters (see Typical display as an example).  When a new Web Chat arrives, the longest matching URL will be used to find a suitable routing configuration.
•Class - the call class to be associated with the Web Chat sessions.  This may be selected from a pre-configured entry or a new entry created by entering a new call class name;
•Layout - the Web Chat layout to be associated with this device;
•Allow customer co-browsing - a tick box that is set allows the agent to be on the same web page as the customer so that they can help them with their selections;
•Allow voice interaction - a tick box that if set allows the customer to escalate the chat into a voice call (though WebRTC).  This results in a phone icon on the agent end chat window which allows them to request from the remote party that the chat be turned into a voice call.  Pressing this button results in a message and button to accept/reject the call at the customer end.

 

Inbound Tab

CallDirector script details.

•Ignore agent availability and always show open chat button - tick box that if selected will always display the chat button on your website.  If not ticked then the chat button will only be displayed on your website if there are agents logged on to the agent group / queue.
•Script - the name of the CallDirector script to use to route Web Chat sessions to an agent.  Normally this should be set to Chat Routing unless customised handling is required.  If you do not wish to handle chats set the script to blank;
•Debug logging - click this tick box to enable routing script logging output to the rostrvm log file;
•Answer Timeout - the number of seconds that the agent is given to answer the call before an alternative is requested;
•Hunt Interval - if a hunt is invoked, this is the number of seconds between each contact;
•Initial Message - an initial message sent to the Web Chat originator (e.g. please wait whilst we find an available agent);
•Max Hunt Calls - the maximum number of contacts that can be in progress at any one time (0 means no limit);
•Maximum Matches - the maximum number of agents to which a single contact can be presented at the same time;
•No Agents Message - the message to be sent to the originator should the queue be closed or no agents are logged on;
•Queue - the queue on which the chat should be placed;
•Variables - any additional script variables defined for this script.

 

From here you can:

•Edit - click the Edit button to invoke the CallDirector editor in order to view and change this routing script;
•Properties - click the Properties button to navigate to the Routing Script properties page.

 

Responses Tab

Pre-canned response definitions.

•Pre-Canned Responses - a list of responses that are provided to agents handling the Web Chat so as to provide rapid responses to common questions.

 

Advanced Tab

Limits and timeouts to manage the handling of your Web Chats.

•Maximum Active Chats - the maximum number of active Web Chats, defaulting to 100.  This is to limit the potential of denial of service attacks;
•Inactivity Timeout - an inactivity timeout, with a default value of 30 seconds.  When there has been no activity from the client end of a Web Chat that chat will be cleared.  This is not user activity - it is polling activity (i.e. the Web Chat dialog is not shown on any web pages).
•Button Display Delay - the number of seconds that the customer needs to browse the web page before the Chat button is presented;
•Allow customers to save transcript - tick this option to allow the client to download a copy of the transcript.
•Co-browsing field exclusions - a list of sensitive fields that should be excluded from customer co-browsing specified by a jQuery selector that may include field id, type and class.
For example, for a simple HTML form taking a name, address and a 'ni_number' ...
   <form>
       <input name="name">
       <textarea name="addr"></textarea>
       <input name="ni_number" class="no-share">
       <input type="submit" id="go">
   </form>
The selector ".no-share" could be put in this field to prevent the ni_number field being shared.  The selector "#go" could be used to identify the form submission button.
•Don't show co-browsing clicks - if set to a jQuery selector this will disable the visual click display indicating that a user has clicked on the defined element (for example: 'canvas', 'h1', 'p', etc.).  Setting to true will globally disable all clicks.
•Clone co-browsing clicks - if set to a jQuery selector, whenever someone clicks on an element matching this selector that click will be repeated (as an actual click) on everyone else's browser. This is useful for cases when a click typically doesn't do anything, but shows or hides or switches the view of the page.  Note that any control that toggles will definitely not work here!  For example, if you have tab buttons that show different things you might use '.tab'.  Setting to true will globally clone clicks.
•Allow customers to save transcript - if ticked, allows the customer to save the chat transcript;
•Allow agents to Reply with Email - if ticked, agents can reply to a chat session with an email;
•Allow agents to Conference a Chat - if ticked, agents can conference in another party (e.g. their supervisor) to the chat.

 

Operations

From here you can:

•Save - click the Save button to apply the changes.  If this is a new entry it will appear on the Web Chat Routing report;
•Delete - click the Delete button to remove the entry.