Web Chat Skills (Queues)

Webchat Skills

Under this heading, you can set up a specific queue for your company from the reply to the first touch in web chat conversations to the information message within the session. Chat messages work according to the rule configuration in text routing. If the message will be queued at the end of the process, it will be directed to the appropriate queue according to the definition you make on this screen.

In order to access to Webchat Skills Menu, click on the “Contact Center Management – Webchat Skills” field. Through this menu, in direction of needs, new webchat skill can be created, or webchat skill settings can be changed.

Basic settings

After pressing the "+" key, you can make changes in the fields you want through the new queue opened. The configurations made (time condition, max wait time etc.) determine how the chat will work. The time type is written in parentheses next to the combobox.

Name: Webchat queue name should be written in this field. After saving, you will see this name in the result panel on the left.
Language: The field in which the language of the chat application is selected in the Webchat session. You can choose your native language.
Automatic answer: Chat messages from this queue are automatically answered on the screen of the ready agent. When this option is checked, no answer button will appear on the agent's screen.
Auto answer not ready: When the agent misses a message, if the option is checked, the system automatically puts the agent on a break (in after-login mode).
Username: The costumer will see the agent’s name during the Webchat session. While defining this field, three options will appear for the name.
• {AGENTFULLNAME} – The agent's name and surname appear together.
• {AGENTSURNAME} – The agent’s surname appears.
• {AGENTNAME} – The agent’s name appears.
Priority: The numerical value you set in this field determines which queue the chat message will go to first. The priority value of 0 is the first and 100 is the last.
Ringing strategy: You can distribute four types of chat messages in Webchat queues. The most commonly used "Fewest Calls" works by directing the first chat message to the agent that received messages the least .
Skill closed?: If this field is checked, this queue cannot receive chat messages.
Session timeout:The field for the duration of the session.
Message timeout: The session in the idle position will be automaticly closed after the determined time here. If left blank, the session will remain open until the customer closes it.
Note: If a value of zero is entered, the session will be closed as soon as it is switched to the idle position.
MT timeout: When customers log in again, the system connects them to the agent which they last met. If the agent is busy system connects to another agent after the seconds determined here.
Agent ring time: Duration of chat message notification on agent screen and agent desktop ringtone playtime.
Leave When Empty: If "Yes" is selected here and there is no agent available, customers waiting in the queue will be removed from the queue at the end of the timeout. If "Closed" is selected and there is no agent, customers will wait in the queue.
Wrapup time: It is the duration of the breath. The agent does not answer the message from this queue, finishes the session, skips or hangs up. This refers to the amount of time that will be allowed before another message is received.
Welcome text: It is the automatic text that the customer who starts the Webchat will see on the chat screen. For example: "Welcome, how can I help you?"
Notes: A general notification can be made from this field to the agents who will receive messages from this queue.

Advanced Settings

Time condition: Here you can choose two different options as “Inperiod” and “Out of period”. After selecting this field, another combobox will open on its side and time conditions must be entered in this field. You can find the time conditions definitions on this link. If the message in the queue does not match the time condition, the condition we set in the "Destination type" becomes active.
Destination type: If this queue does not accept the chat message, you can forward the message from here. There are two options. While it is redirected to a different queue in one, it can be redirected to a different page with a URL in the other.
Max wait time: It is the maximum waiting time of the chat client in the queue. The customer waits in the queue for the time given here. At the end of this period, the destination type configuration is applied.
Max length: This field defines the number of customers waiting in this queue. When a waiting customer is exceeding the given numerical value, it goes to the destination. In general, it is not desirable to put a limit to waiting in the queue. For this reason, no value is entered.
Joining queue condition: There are two different options. The first one is "Join queue without waiting for a message from contact" when the customer's chat conversation is opened, it will be queued. The second is "Request will not enter queue until contact sends a message" which will queue after the client sends the first message.
Activity entry mandatory: With this feature, you can select whether webchat messages can be closed without activity input or not. There are two options. When "Yes" is selected, an activity must be entered by the agent when the messages coming from this queue are finished. The “Activity Group” and the “Activity Top Group” has to be entered in this session. When "No" is selected, the agent can end the conversation without entering any activity at the end of the process.

Hold Message, you will be able to send a message to your customers who are waiting in Webchat queues. If the waiting customers do not get a response, the system will automatically send them a hold message. To activate the feature, three fields must be filled.
Hold message time: How long your customer will wait without a response in seconds.
Hold message sending type: This is a combo box with three options.
Closed: Do not send a hold message.
Once: Send one hold message.
Repeating: Repeat this message in the selected frequency.
Hold message: A message to your customers that shows you care about them. You can fill it as you wish. For example, “Sorry to keep you waiting.”

Idle message time: How long the customer waits in the idle position before the idle message send.
Idle message sending type: This is a combo box with three options.
Closed: Do not send an idle message.
Once: Send one idle message.
Repeating: Repeat this message in the selected frequency.
Idle message:While the customer is waiting at idle position, the automatic idle message to be sent to the customer must be entered in this field.

In the "Agents" field you can select and assign agents who will receive the chat message. If you choose to have an activity entred at the end of the chat you can assign this activity with the "Chat Skill Activity" option.

After filling these fields according to your webchat queue, when you press the record button, the system will save this queue and give an id number. You will now be able to see this webchat queue in the "Result Screen" in the left panel.