Web Chat Usage

With Tegsoft Web Chat application, customers can talk with agents in a messaging environment and more customers can be contacted. In this document, there is information about how Webchat usage is defined by the server and how customers will use this application. Firstly, some server side definitions must be made for Web Chat application to work correctly. After the definitions, the Webchat usage for the agent will be given under the following headings.

Define WebChat Skills

The definitions of Webchat skills accessed by following this steps. “Contact Center Management –> Webchat skills“

The explanations of the items in the picture above are as follows;

*** Customer standby destination:** The screen that will be opened to the customer while the customer is waiting in the WebChat skill.

• Customer output destination: It is the address of the web page that customer will be routed after messaging with agent is finished.
• Time Condition: It is the condition that Webchat run time can be defined. The information in this field comes from the information defined in Time Settings -> Time Conditions application under the PBX Management.
• Destination Type: This is the definition where the call can be routed in case of inaccessibility. To go to the exit link when the call is end, the URL option should be selected.
• Max Wait Time: It is the maximum time the customer waits in the skill.
• Max length: The maximum number of customers waiting in the skill.
• Join When Empty: If there is no agent waiting in the skill, it enables the call will still route to the queue.
• Leave When Empty: If there is no agent waiting in the skill, the customer is enabled to exit from skill.
• Wrapup Time: It is time for agent to wait after call.
• Auto Not Ready: When agent misses a call, it automatically switches agent’s status to not ready.
• Ring Strategy: Agent’s strategies to respond to a call when the customer enters to the queue.
• Agent Ring Time: Ring time after the Webchat call reaches to agent.
• Welcome Text: This is the first message to write to the customer after the Webchat call from the customer is answered.
• Auto Answer: The call is automatically reached to the agent and answered. Otherwise, the call comes to the agent screen with a notification.
• Message Timeout: The time given to reply for customer after agent write message.
• Agent Timeout:** If the customer goes to the skill again because of timeout, it is the time to contact the last agent. During this timeout, customer connects to any representative from the skill.
• Agents: Specifies agents who can answer in Webchat skill. Which agent is added to this skill, the agent will be able to answer incoming webchat calls to the “TEST” Webchat skill.
• Id: It is the unique Id of Webchat skill. Customers use this unique Id to connect.

Message Timeout:** The Webchat call reached to agent. If the last message is written by agent, countdown starts after write this text. If the customer doesn’t type any messages during this time, the customer will be disconnected from the agent and the agent will wait for another call. If the customer writes a message, it is reached from the skill to agent’s screen (If there is no agent timeout and the agent is in ready status, it is connected to agent again). In this way, when the customer types slowly or doesn’t type, he doens’t waste time of the agent.

Agent Timeout:** If the customer is routed to skill again due to timeout or by the agent, the customer waits the last agent talked to be ready. That wait is set according to this timeout.

Answer WebChat Call And Call Features

The WebChat call is arrived to WebChat queue described above by using some parameters (Parameters are described in the next topic). If the agent is ready, the call will be reached to the agent as follows.

In the picture above, the call reaches to the agent’s screen. In this case, the agent can reject or accept this call. If he accepts it, then webchat is started. A normal chatting is shown below.

Here is given explainations of some fields in the picture above.

• Stopcount: This option should be selected if the agent wants to stop the timeout. Since this option is kept in cache, it will be set as selected or unselected at next inbound calls.
• Timeout: If the agent typed the last message, the timeout value given in the webchat skill starts to decrease. When the timeout value is 0, the call drops from agent and set as standby mode without entering the call skill. If the customer types a new message, customer reaches to call queue again and continues Webchat call with the agent to which he is connected.
• Skip: If the timeout is too long or the customer types so slowly, the customer agent can skip the call and so the call is set as standby mode. After the customer sends a new message, he is back in the skill and waiting for a agent to be assigned to him, and the messaging continues (the agent can get a new call after skipping the call).
  

In the picture above, the customer sees the messages and responds in a simple way. If the customer can see the screen above, it means the conversation has started. If the customer is waiting at the address defined in the “Customer standby destination” from the “Webchat skills”, the customer is in the skill and has not been answered yet.

The parameters and link required to access the customer screen are as follows: Link:
http://SERVERIP/Tobe/app/ApplicationServlet?login=cc_chat&AUTHID=* ENCODEDKEY*
ENCODEDKEY*: Encrypted Security Token that is from Tegsoft web service with a specified timeout. For detailed explanation of Security Token, read the next topic that is Security Token.

Security Token

The Security Token contains some parameters that are required for Webchat. In addition, To prevent possible attacks on server, some measures have been taken with timeout.

Before the Webchat call is started on the client side, it is required to encrypt with some parameters from Tegsoft web service. The query should be done as in the URL mentioned in the previous header with the encrypted code received from the web service. There is a 120-second timeout between the WebService query that already requested and the URL query that will verify. Requests that are not in this timeout must generate tokens again with the web service.

Web service can be made by calling the encode function of DataServices wsdl service (http://SERVERIP/Tobe/services/DataServices?wsdl).
The parameters to be given into the Encode function can be written as follows.
ContIdSkillIdSubjectTest{NOW}
Information about the values to be written instead of the bolded IDs of the values above is as follows.

NOTE: Something must be written instead of {NOW} parameter.

• SkillId: It is the unique Id of the Webchat skill that customer will enter. Webchat unique Id is explained in the “DEFINE WEBCHAT SKILLS” above.
• ContId: The unique number of the contact customer or person in the contact records. The number is unique for each customer and can be viewden on the Tegsoft screen from Applications –> Contact Records.
• SubjectTest: In this section, the subject that the customer starts the conversation should be given. The subject of the conversation should be entered.