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Chat Interactions

[Modified: 8.5.113.11]

[Modified: 8.5.108.11]

Workspace employs the following Chat privileges for all Chat interactions:

  • Can Use Chat Media
  • Can Decline Chat
  • Can Release
  • Can One Step Transfer
  • Can One Step Conference
  • Can Push Url
  • Can Set Interaction Disposition
  • Show Silent Monitoring
  • Can Preview Customer Typing [Added: 8.5.108.11]
Warning

If the Chat - Can Preview Customer Typing privilege is also granted, and you have configured eServices to hide sensitive personal information that is entered by the contact during the chat, agents will be able to see the information as it is entered, but not after the contact sends it.
Added: 8.5.108.11

Workspace displays a "Contact is typing a message" notice when the contact begins to type a reply message in your web site chat interface. The Chat - Can Preview Customer Typing privilege enables agents to see what the contact is typing before the contact clicks Send. This feature enables agents to anticipate their reply and therefore respond more quickly. However, Genesys recommends that you train your agents to wait until the contact has sent their message before responding to it. The text that is being typed by the contact is updated according to the updates that the web site sends to the Web API and Chat Server; therefore, your web site designer is responsible of the refresh rate of the content.

Chat server can be configured to disconnect a chat upon inactivity of engaged parties. Workspace warns the agents when a chat is about to expire due to inactivity and notifies when the session is automatically closed because of inactivity. [Added: 8.5.109.25]

Workspace notifies the agent through an audio alert or a visual alert when another party is leaving (automatically, due to inactivity, or manually) or joining the chat session while the focus is not on the Workspace application or is on another area of Workspace.

Visual notification added: 8.5.113.11

The Chat feature supports spelling check. Refer to Spelling tab for information about configuring Spelling Check.

You use the following options in the interaction-workspace section to configure Chat interactions:

  • options.record-option-locally-only — Specifies whether the display settings for the agent are stored locally or in the agent annex.
  • chat.pending-response-to-customer — Defines two alarm thresholds, in seconds, that warn agents that they have a pending response to a chat. Three levels are displayed: below the warning time, between the warning time and the maximum time, and above the maximum time. Agents are warned by the flashing of various elements in the user interface, including the taskbar, collapse/expand button, the interaction bar, and the pending response timer. If the agent places his or her mouse pointer on any of these flashing elements, a preview of the last received message from the contact is displayed.
  • chat.toast-information-key — Specifies whether the Information area is displayed in the Chat interaction notification. The option specifies the name of the attached data key that contains the information.
  • chat.typing-isenabled — Specifies whether typing notification is enabled. It should be disabled for Chat Server lower than 8.0.1.
  • 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.new-message-bell — Specifies the new Chat sound configuration string.
  • chat.reconnect-attempts—Defines the number of attempts to reconnect to the chat session. This applies to environments that implement Chat High Availability (HA) but also to simple environments if network disconnection occurs during a chat session.
  • chat.reconnect-timeout—Defines the interval between each attempt to reconnect to the chat session. This applies to environments that implement Chat High Availability (HA) but also to simple environments if network disconnection occurs during a chat session.
  • chat.nickname—Specifies that a nickname (pseudonym) is used in chat sessions instead of the agent's user name, and defines the nickname.
  • display-format.chat-agent-name—Specifies the display format of agent identifiers in agent and team supervisor views.
  • chat.auto-answer — Specifies whether a chat interaction is automatically answered when it is routed to an agent. This option can be overridden by a routing strategy. You can also configure auto-answer to display a timer that enables an agent to view case information before the interaction is automatically answered by using the chat.auto-answer.timer and chat.auto-answer.enable-reject options (Added: 8.5.105.12).

Configuring Chat Conference and Consultation with a Skill, Group, or Interaction Queue

Agents can use the Team Communicator to find an "Instant Chat Conference" and "Start Chat Consultation" target based on a skill, group, or interaction queue instead of searching for a specific individual or DN. The system router finds the next available target from a list of targets based on the skill, group, or interaction queue that is selected by the agent. A Business Process tries to route the call based on attached data. You can configure the contact attempt interval and the number of attempts to find an available target with the specified skill or in the specified agent group or interaction queue before the request times out. The requesting agent is informed if the request has timed out.

The following attached data keys are populated by Workspace:

  • InternalConferenceInviteOwnerId—The employeeId of the agent who is requesting the conference or consultation.
  • InternalConferenceInviteOwnerInteractionId—The Interaction Id of parent Interaction.

To enable this feature, allow the following privilege:

  • Can One Step Conference

To configure the features of the Chat conference or consultation with a skill, an agent group, or an interaction queue, set the following configuration options:

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