VCC Dashboard Help. How Do I Configure Genesys Webchat?

Transcription

1 VCC Dashboard Help How Do I Configure Genesys Webchat? 11/28/2017

2 Contents 1 How Do I Configure Genesys Webchat? 1.1 How is this option activated? 1.2 How do I download Genesys Webchat? 1.3 What are the supported web browsers? 1.4 How do I configure Genesys Webchat? 1.5 How do I configure the chat entry form? VCC Dashboard Help 2

3 How Do I Configure Genesys Webchat? Important Premier Edition customers MUST use version of Genesys Webchat. How is this option activated? Since this option is not automatically deployed to all customers, a Production Support (PS) ticket must be submitted to Genesys Customer Care that includes the following information: The customer user name and Subscriber ID. The choice of media channel(s), which can be: chat only VCC Dashboard Help 3

4 only both chat and The publicly accessible URL where the chat widget will reside. If your URL differs from the usual domain host and port, for example, sales.mycompany.com:80, you need to supply the full protocol (HTTP or HTTPS) and the hostname (domain and port). The company name as it should display in the chat transcript (this display only works if the chat end user provides their address at the start of the chat). How do I download Genesys Webchat? Click here to download Genesys Webchat. What are the supported web browsers? Genesys Webchat supports the following browsers: Microsoft Internet Explorer 10+ Google Chrome Firefox 15 How do I configure Genesys Webchat? File reference File genesys-webchat-demo.html genesys-webchat.jquery.options.min.js genesys-webchat-window.html genesys-webchat-i18n.json Description A demo of how to include the Genesys Webchat component on your page. This page represents a page on your site. You may define any per-page userdata overrides on each page. View the source to see the example implementation. The main configuration file for Genesys Webchat. Contains all connection, rendering, and proactive engagement options (see the table Genesys Webchat Options). This file must be included for chat to function. The pop-up chat window HTML file. You must point to the location of this file in your configuration. Optional multi-language pack as a separate file. You must point to the location of this file in your configuration. VCC Dashboard Help 4

5 File genesys-webchat.jquery.min.js Description The main Genesys Webchat library. This must be included on the page for overlay to work and inside the popup window HTML file. Genesys Webchat Options Property Name Value Required Info UI settings mode "overlay", "popup" Y template String Y (For "overlay" mode only) prefilters Array N (Optional) Connection Settings transport "pod", "apg", "vcc" Y id String Y dataurl URL Y CSRFURL URL Y userdata JSON Y Popup Window Settings The setting "overlay" mode shows the chat widget on the same page. The setting "popup" opens the chat inside a new window. Value is equal to the HTML Element ID of the Genesys Webchat template. This value is preset by Genesys. An array of regular expressions that are used as prefilters to keep matching chat messages from appearing in the chat transcript. Select the chat server type. Appropriate value provided by Genesys. Chat Server Connection ID. Appropriate value provided by Genesys. Chat Server URL. Typically " api/v2/chats". Appropriate value provided by Genesys. Chat Server CSRF Security Token URL. Typically " api/v2/diagnostics/version". Appropriate value provided by Genesys. Optional data to pass to the chat server, such as "skilllevel" or other arbitrary data. VCC Dashboard Help 5

6 Property Name Value Required Info popupchatwindowhref URL Y popupchatwindowoptions String Y Flags for Basic Proactive Engagement ShowInvite Boolean Y TrackMouseIdle Boolean Y ChatInvite ChatInviteMouseIdle Timers for Basic Proactive Engagement ChatInviteDelay Integer Y HTML References for Basic Proactive Engagement FloatingChatButton $("selector") Y ChatInviteOverlay $("selector") Y ChatInviteAccept $("selector") Y The URL of the Genesys Webchat window (genesyswebchat-window.html). You must host this file and set this URL to point to it. Display parameters for the Genesys Webchat popup window, such as dimensions and position. For more information, refer to the specs parameter value at this link. Enable/Disable the Chat Invite overlay and associated timers below. Enable/Disable the use of mouse movement idle time tracking as a basis for displaying the Chat Invite overlay. If set to "true", the ChatInviteDelay countdown will be reset when the user moves his or her mouse. This way the invite only appears when the user is completely idle. Do not modify. Internal use only. Do not modify. Internal use only. The number of milliseconds to wait before displaying the Chat Invite overlay. identifying the HTML template for the floating chat button. identifying the HTML template for the Chat invite overlay. identifying the Accept button within the ChatInvitePopup template. VCC Dashboard Help 6

7 Property Name Value Required Info ChatInviteDecline $("selector") Y identifying the Decline button within the ChatInvitePopup template. How do I configure the chat entry form? You can add or remove the inputs below as required for your implementation. Supported Form Inputs First Name Last Name Nickname Subject Type firstname lastname nickname subject Input Name Below is an example of a completed entry form: <div class='form'> <label><span class='i18n' data-message='chatformfirstname'>first Name</span><input name='firstname'></la <label><span class='i18n' data-message='chatformlastname'>last Name</span><input name='lastname'></label <label><span class='i18n' data-message='chatformnickname'>nickname</span><input name='nickname'></label> <label><span class='i18n' data-message='chatformsubject'>subject</span><input name='subject'></label> <label><span class='i18n' data-message='chatform '> </span><input name=' '></label> <button class='submit i18n' data-message='chatformsubmit'>start Chat</button> </div> VCC Dashboard Help 7