Configuring CyCX for Web Chat

Overview

Offer your customers and partners an easy way to get instant access to your team via Web-Chat Instant Messaging.  CyChat is the perfect complement to our CyCX Connect Omni Channel Contact Centre solution.

Open

Requirements

• CyChat module (Check with your Account Manager and/or Customer Success Manager if unsure)

• CyChat requires Microsoft IIS to host the server web components.

• CyChat also requires Internet Explorer v6 or above for the client

• A website that provides the ‘Web Chat' button, preferably runs on Microsoft IIS Web Server, that links to the CyChat request page.

Steps 1 and 2: CyTrack provides a web Customer Chat request form to embed within your website, this can be styled and configured to your requirements inc. company logo, colours etc.

Customer Chat request form example:                                       

Open

In this example a customer should enter their:

Name - customers name to be identified as during the chat

Email - the customers Email address. This is where the transcript of the chat will be sent if/as required

Company - the company the customer works for / with

Number - the customers phone number. This can be used within the chat by the agent to enable transitioning to the voice channel within CyCX seamlessly while also keeping the chat session active if/as required

What would you like to chat about? - An oppotunity to outline your enquiry

Request a chat with - a drop down menu. This selection will dictate where the chat is routed e.g. which Queue and therefore which agent or pool of agents.

NB: Customers will be notified of the status of their chat request and queue status if applicable.

Steps 3, 4 & 5: Here, the most suitable agent has been presented with an Alert notification of a new Chat Request

Interaction routing to the next available agent is dictated by the rules of the queue configured i.e.

• Skills routing

• CRM routing

• Time based routing, round robin etc

Steps 6: Selecting ‘Open Chat’ presents the agent with the applicable information entered within the Customer Web chat form.

In this example the agent has the option to push the request back into the queue to the next most suitable agent or accept the interaction.

NB: If the agent does not accept the chat within a given time frame, it will go back to the queue automatically. This is a failsafe for agents who may not manage their status/presence correctly. See this setting in the below section Configuring CyCX for Web Chat | Set CyChat Options

On accepting the chat, the agent can also see prenence of other agents and can transfer and/or invite additional agents to participate in the chat. All chat context will be available to such additional agents.

CyTrack Chat Queue Settings Tab

• Chat completion codes are configured in the Queue configuration settings ‘Completions’ tab as per usual queue setup

• Automatic messages can be configured for customer chat initiations outside the Chat Queue operational hours within the ‘Chat’ tab

• Chat transcripts can be automatically sent to Email as required. SMTP Sender Profile will be required to be configured. NB: with CRM integration, chat logs will be stored within CRM as required

• Selecting the ‘Auto Callback’ option will change the Chat web form into a callback form. This means that the information entered will be added to a configured callback CyTrack Campaign, which then points to a CyTrack CyCall outbound calling queue.

Supervisor Screen

As with all Queues, a supervisor may use the CyDesk Manager to move agents around queues, and see snapshot information and statistics relating the queues.

Create & Configure Chat Queue

The Chat request is sent to the next available agent through a queue. It is assumed that readers already have knowledge on how to create queues (Queue type: Queue) and assign agents to it within the system by using the CyDesk Manager application.

NB: You should ensure that ‘Queue Type: Chat’ is selected. To change this, select ‘Change’ to modify the ‘Queue Type’ drop down selection.

For additional configuration settings we will need to access the AdminPage to the CyChat Application Server

AdminPage to the CyChat Application Server

The Admin Page allows us to configure the CyChat system settings. It can be accessed by adding the AdminPage at the end of the CyChat URL.

For example: http://red/CyChat/AdminPage

The default User ID is admin, and its Password is blank by default. Once logged in, the main administration page will be loaded.

The main page provides links to the different Options page and to restart the Chat Web Server.

The top right corner also shows the connection status of the web server to the CyCX / CyDesk Server.

Set CyChat Chat Source

Chat Source is used as an identifier when routing the call to an agent. The options will be selectable in customer chat request form. This ‘Source Name’ setting must match with the identical setting in CyDesk Manager – CyChat tab (shown in next section).

To add a new Chat Source, enter a Source Name in the New Source section and click Add.

Existing sources can be edited using the Current Source section, by first clicking the Edit link beside the source name. Click Save on any changes made.

To delete a source, click on the Delete link beside the source name.

Create CyDesk Manager CyChat reference to CyChat Source & Queue

The CyChat node in CyDesk Manager needs to be configured by matching the source name in CyChat with a queue. 

Within CyDesk Manager select: Options > Configure

A new Configuration window will appear, select: Configuration > CyChat

Select: Add - to add a new option for chat messages to be routed to from the customer chat web form using the ‘Source’ name created above.

Select: Red bin icon next to any row - to delete a chat option

Other options in the chat AdminPage

Set CyChat Agent’s Custom Greeting Message

Select the applicable Agent ID / Name you’d like to set a custom chat greeting message for

Enter (100 charcter max.) greeting message to appear to customers as an automatic first message, personalised for each individual agent as required. (This will override the default welcome message if set)

Customer experience:

CyChat Admin Set Users

This page allows CyDesk agents to be added into the CyChat system.

Select the User Name from the list in the New User section, assign a password, and click on the 'Add' button to complete the process. You can also grant admin page access to this user by ticking the 'Is Administrator' box.

Existing user can be edited using the Current User section, by first clicking the 'Edit' link beside the user. Click 'Save' on any changes made.

To delete a source, click on the 'Delete' link.

Set CyChat Options

This page contains several key configurations that are completed during the installation process.

• Queue Server Port – the communication port to communicate with CyCC.

• Queue Server IP Address – the IP address of the CyCC server.

• CyChat Server Address – the web address for internal communication.

• CyChat Web Server Root Path – the main URL to access CyChat.

• Timeout Setting – Time to cancel a chat request when there is no response from the customer or the web server.

• Message Wait Delay Setting ( X ) – Time to send an updated Wait Message to the customer while waiting for a chat agent to become available. See ‘Set CyTrack Wait Messages’ to establish different wait messages to appear each X seconds. Each wait message will be sent until there are no more wait messages remaning.

Enable Emailing of Transcritps - Provide option to agents and customers to obtain a copy of transcript via Email

Always Email Transcript to Agent - Default to always send chat transcript to the agent(s) whom ended with the chat interaction. If many agents involved, each will recieve their own Emailed copy of the chat transcript.

Always Email Transcript to Administrator - When a chat is ended, sends a copy to ‘Administrator Email Address’ field set below

Prompt for Agreement for Chat Recording - When customer initiates request for chat session, ask for an opt. in selection for chat recording.

Administrator Email Address - Set Administrator Email address for chat transcripts to be sent

Example prompt to enable chat recording given to customer:

Set CyChat Wait Messages

As seen in the ‘Set CyChat Options’ section, the field ‘Message Wait Delay Setting’ will cycle through each message listed, in the order listed, until there ar eno more messages in the list. So for example in the current settings, after 30 seconds the first wait m essage in this list will appear. After a further 30 seconds, the second wait message in the list will appear - and so on…

Edit CyChat Style Mappings

As mentioned, the customer web chat form can be styled and configured as you wish.

Here we can set the chat window style depending on the domin. So for example

Domain - e.g. cytrack.com or ccscare.com

Path Prefix - location of the CSS directory containing the style for domain

NB: You may require different styles depending on the webpage and purpose, this is how this mapping is achieved also.