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Web Chat Settings

Web Chat - Overview

 

When enabled on your site web chat allows visitors to your website the ability to interact directly, in real time, with your call centre operators. With a single click on your website, customers and prospects can open a live chat session with your call centre staff.

 

Web Chat is highly configurable to fit your business hours and your agent availability. Additionally the Web Chat Channel itself can be switched off.

 

For whatever reason when Web Chat is unavailable to any visitor on your website then aside from leaving the web chat window open to the visitor and thus have them waiting for an agent to be able to answer their query we can offer the following alternatives:

 

Redirect the visitor to an alternative URL – for redirecting the visitor to any required address.

Redirect the visitor to an Enquiry Form - when the visitor submits an enquiry form the details as entered can be forwarded as an email in to your site for an agent to process.  Extraction rules can assign the message to the correct customer record.

Display a Message – when the visitor requests to chat with an agent a predetermined message can display to the visitor.

 

Each of these alternatives can be applied against any of the reasons that web chat is not available.  For example:

 

A Web Chat request received Out of Hours could display the Enquiry Form

A Web Chat request when No agents available could display the redirection to an alternative URL

A Web Chat request when the Chat Channel is switched off could display a message to the visitor

 

The functionality to support multiple web chat queues exists within MC. We offer multiple web chat landing pages that can be branded with customer logos.

  1. Field labels can be altered to better suit the customer’s terminology.
  2. The fields as they appear on the website chat client can be sequenced as per the customer’s requirements.
  3. Fields themselves that appear to the agent when they process the webchat can only be the 4 fields = Name, Email Address, Subject, and Question.  The latter is an optional field; the others are all mandatory fields.
  4. Web chat landing pages can contain more fields than those noted in 3 above and they can be mapped in to specific message data fields within admin – data field maintenance. However these additional fields don’t display to the agent when processing the web chat.

 

The functionality to support time of day rules by queue exists within MC. 

The functionality to support web chat subjects & chat URL’s by queue exists within MC.

 

 

Web Chat Client

 

The default webchat client naming convention for the url that will appear on the customer’s website is = https:// public.mc.hostedcc.com/MCinstancecustomername/Chat/chatqueue name

Should the requirement be to receive web chats into your instance of MC using different chat queues (example you’d like the chats from accounts to be differentiated from those of the sales webchats then adding /accounts and /sales to the end of the url will result in different skill sets being able to process the accounts web chat requests to those of the sales webchat requests.

Example:

https://public.mc.hostedcc.com/MCinstancecustomername/Chat/accounts

https://public.mc.hostedcc.com/MCinstancecustomername/Chat/sales

 

 

The process for adding a chat queue or queues to an instance of MC is as follows:

 

  1. Decide upon the web chat queue name and add this as a virtual queue for chat (in admin – virtual queues – chat), select add virtual queue and input name and save record. This step is only able to be carried out by a person who has ‘super user’ access rights to MC.
  2. Repeat step 1 for as many web chat clients that are required.
  3. In Admin – Enquiry forms clone and rename the DefaultWebChatForm so that it represents the type of webchat client being launched – i.e. accounts or sales or just general chat.   This is required even if you are having a single ‘default’ webchat queue.
  4. Once you have cloned the default web chat enquiry form then edit the clone and on the Form Fields tab add the subjects for your webchat client to the List Values area, note they are entered as Accounts:Accounts
  5. Make any other applicable changes to customise the web chat client.  Please note that you are not able to change the ‘Name’ fields for Identifier, Name, Subject, Question.
  6. You can also add fields to the Enquiry Form and map to columns within the database (usually message data columns – that is we will extract the data inputted into these fields by the customer into message data fields that can be used for reporting purposes.  Additionally the message data fields may be displayed to an agent in a future release of ENGAGE.  Message Data fields are created in admin – data field maintenance.
  7. Repeat steps 3 thru 6 for as many web chat clients that are required.
  8. In admin – settings – web chat under the chat queues tab add each chat queue detail where the queue name is the virtual queue, the Form Name is that named in the Enquiry Form. Define for your chat queue the balance of the fields as displayed. In terms of the Business Hours’ Time of Day rule - leave blank if you are displaying the chat form when a chat arrives outside of business hours.   Select if you are redirecting to a URL, redirecting to an enquiry form or display a message when a chat arrives outside of business hours.
  9. Click on the Chat URL tab and add any applicable URL’s that agents can push back to the customer.
  10. Repeat steps 8 & 9 for as many web chat clients that are required.

 

Full details of all fields are described below.

 

 

Web Chat Settings

 

The only global web chat setting that applies (under Channel Settings tab) is the default queue.  Should a chat arrive which we have no queue enabled for then this is the default queue that will be used for processing this errant chat.

The individual Chat Queues tab holds the:

  • Chat Queue Settings for defining the Queue name (as set up in virtual queues), the Enquiry Form applicable, the Business Hours’ time of day rule (see note previously), the Close Chat Queue option (which temporarily closes the chat queue and prevents more chats from being initiated) and the user / agent experience when actions happen in webchat. 
  • Chat rules are the decisions that are made when a chat is initiated outside of business hours / when the chat channel is not available / when there are no agents capable of processing chat messages logged in.
  • Chat URLs can be defined so agents can load and push commonly used URLs down to the customer as required. 

 

 

  1. Channel Settings

 

 

  • Default Queue
  • Any site that is upgraded or any newly deployed site will have a default queue added = ‘Chat’. 
  • This is the default queue behaviour for chats that arrive into the queue that don’t have a time of day rule defined for the queue / for ALL queues.

 

 

  1. Chat Queues

                                                                                                                                                   

 

  • Add Chat Queue
  • Click to add a new chat queue to your instance.
  • Note to add a chat queue the queue must be added as a virtual queue first.  Virtual queues can only be added by super users.
  • Name
  • The chat queue name is displayed, this is the name given to the virtual queue.
  • Landing Page
  • The url that will launch the web chat client.
  • Available
  • If ticked the web chat queue is enabled. When the URL is launched the rules that apply for when a chat arrives outside of business hours or when no agents are available will be invoked.
  • If unticked then the web chat queue has been closed.  When the URL is launched the rules that apply for when the chat queue is closed will be invoked.
  • Edit
  • Click the edit icon  to make changes to a chat queue
  • Delete
  • Click the delete icon  to remove the chat queue in its entirety.
  • You will be prompted that this is the action you wish to take.

 

  1. Add Virtual Queue

 

For any new chat queue that needs to be added you must first add the virtual queue (in admin à virtual queues à CHAT.  Please note that you require ‘super user’ access to MC to be able to add Virtual Queues. Admin Users please refer to your support people / reseller to have this new virtual queue created.

  1. Add Chat Queue

 

Click on the Add Chat Queue button, screen displays;

 

 

  • Queue Name
  • Select the queue name.  The list that displays is those that have been created in admin – virtual queues – chat (as created by users with super user access) that are not currently assigned to any other web chat queue.
  • NB/ Do not create time of day rules for this queue until you have created the queue.
  • Form Name
  • Select the web chat enquiry form that will be applied to this web chat queue.
  • Please refer to Admin – Enquiry Forms for full details on how to create web chat enquiry forms.
  • Business Hours’ Time of Day Rule
  • If the behaviour for when a web chat arrives outside of business hours is to ‘display the chat queue’ then leave this value blank.   The assumption is made that the time of day rules themselves will control the behaviour of the window both within and outside of business hours.
  • If the behaviour for when a web chat arrives outside of business hours is to be 1 of the other 3 options (display url / display enquiry form / display a message) then you must configure a time of day rule within Admin – Time of Day Rules for your office hours for this queue or for ALL queues – if you don’t do this then the time of day rules for the default queue will be applied.  A comparison of the current time is made to the hours defined on the applicable T.O.D rule.
  • Close Chat Queue
  • When required an admin user can immediately close the chat queue, i.e. when a fire alarm is sounded OR when volumes of chats exceeds agent availability then the queue can be closed by anyone with admin rights access to Multichannel. 
  • There is a chat rule that determines what a customer will see if they initiate a chat message whilst this field is ticked (closed)
  • Chat Client Title
  • Enter the title to appear on the client web chat screen.
  • This title appears when the customer has entered the details of their web chat and pressed ‘submit’
  • Customer Confirm Quit Message
  • Enter the confirmation message to appear for the customer when the customer quits the chat session.
  • Chat Closed message
  • Enter the message that appears when the agent exits the chat session.
  • Also please note that currently this message appears when a customer abandons the chat before an agent is assigned the chat message.
  • Navigate to URL Message
  • Enter the message to send to the customer when you have sent a URL to help them navigate around your website.
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Last modified
14:03, 14 Sep 2014

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