WebChat 2.0 for WebAgent - User Guide

Introduction

The WebChat Dialogue Provider uses the Anywhere365 WebAgent for its agent interface. This manual will focus on the actions that can be done for handling WebChat. Learn More about the other feature of the WebAgent.

Note

An Enterprise license or higher is required to access these features.

Note

An additional Anywhere365 WebAgent for Omnichannel license is required.

Signing in to WebAgent

To use the WebAgent to handle communications, an Agent must sign in with valid credentials.

To sign in to WebAgent

Open a web browser page to the following URL:

Note

Based on your region, a different URL needs to be used. This information will be shared by your Anywhere365 representative.

Global:

https://webagent.anywhere365.io

NORA

https://nora-cus-webagent.anywhere365.io

https://nora-cus-2-webagent.anywhere365.io

https://nora-cus-3-webagent.anywhere365.io

EMEA

https://emea-weu-webagent.anywhere365.io

https://emea-weu-2-webagent.anywhere365.io

https://emea-weu-3-webagent.anywhere365.io

APAC

https://apac-eas-webagent.anywhere365.io

https://apac-eas-2-webagent.anywhere365.io

https://apac-eas-3-webagent.anywhere365.io
The WebAgent sign in page will appear:

Sign in using your Anywhere365-enabled account (Sign-in address + Password).

Note

If you are using an Office365 authentication method, make sure your browser is not set to block pop-ups.
If a username is required it will be prompted after you have clicked “Sign in”.
After logging in, you will be ready to start using the Anywhere365 WebAgent.

Login UCC

Note

Only needed if you are a Formal Agent in a UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..

Click in the top right to open the MePerson (your account)
Select Manage Profile
Toggle the state to Sign In

Icon	Action	Description
	Sign Out	User is currently active, click to sign out.
	Sign In	User is currently inactive, click to sign in.
	Informal	User is Informal and doesn't have the option to sign in or out.

Incoming WebChat

When the agent is ready for a new WebChat (text dialogue) and a new chat is queued, the agent will automatically be offered the chat message.

Accept/Decline buttons:

During an incoming WebChat there a two buttons available.

Icon	Action	Description
	Decline	With the Decline button you can reject an incoming dialogue.
	Accept	With the Accept button you can take ownership of the incoming dialogue.

WebChat Session

After clicking the accept button, the chat is assigned to the agent. New controls will appear.

WebChat session buttons:

During an text dialogue session you have access to control buttons. The following describes what functionality they have.

Icon	Action	Description
	Requeue	With Requeue, you can sent a text dialogue back into the queue on the same skill.
	Reply	With Reply, you can sent a reply to the customer.
	Transfer	With Transfer, you can transfer to another skill.
	Handled	Mark the text dialogue as handled. Closing the session.

Reply

After accepting the text dialogue, the client will pop open the response window. In here you can type your answer and press send.

Important

Attachments from an agent should be limited to a total filesize of 10 MB to avoid congestion of the conversation resulting in degrading performance (

Tip

Send links to large files instead).

Note

Adaptive Cards Adaptive Cards are preformatted boilerplate messages that can be selected by an agent to be sent to a client. They are written using an open card exchange format that allows the developers to 'write once' and share with any compliant host application are only available for WebChat

Note

Attachment are only available for WebChat, Email, and WhatsApp.

Predefined responses

Note

Predefined responses (Canned responses) need to be configured first, see: Canned Responses

Besides typing your response. You can also select a predefined response by clicking on the icon. The responses are configured in the SharePoint list.

Transfer

To transfer the session to another skill. You first need to receive or handle an text. During the session click on the icon and search for a skill.

The text will now be put in the queue of the other skill.

Timeline

Note

Please note that the timeline information may vary depending on your organization's Universal Timeline Service and configuration, see: Universal Timeline Service

The timeline feature allows you to view information about previous interactions with the customer. To access the timeline, click on the icon. This will load all the contact moments associated with the customer's information.

In the top bar of the timeline, you can scroll through the various dialogues and interactions. By clicking on a specific dialogue or interaction, you can view more details about that contact moment. These details include information about the skills used, the agent who handled the contact, and whether the dialogue was transferred or not.

The timeline feature provides a comprehensive overview of the customer's interactions with your organization. This information can be used to identify patterns, track customer behavior, and improve overall customer service.

Please note that the timeline feature only displays information about previous interactions with the customer, not the current one. If you require assistance with the current contact, please refer to the relevant sections of the platform or consult with your supervisor or team leader for guidance.

Tip

Combining with the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. Service will also use the Phone and Email endpoints of a selected contact.

Classification

Note

Please note that the Classifications may vary depending on your organization's Call Property Service configuration (see: Install Call Property Service) and if Call Classifications has been configured.

To access the Classification tab, click on the Classification tab during an active call, it will also be automatically opened as a pop-up when Finishing a conversation. Here, you can select a predefined classification from the drop-down menu. Once you've selected the appropriate classification, click on the "Submit" button to send the data to the database. This will allow you to generate Dialogue Intelligence reports based on the selected classification.

Scenario's

Action	Audio Session	WebChat Session	Email Session	WhatsApp Session
Customer Disconnect	Conversation goes in wrapup and the agent can classify.	Conversation goes in wrapup and the agent can classify.	N/A	N/A
Agent Disconnect	Conversation goes in wrapup and the agent can classify.	N/A	N/A	N/A
Successful Blind Transfer	Conversation is removed from the Agent. Note If the transferee is also an Agent in the same UCC, then the conversation will be shown to the transferee and the transferee can classify after the disconnect. Warning If the transferee is not an Agent in the same UCC, then no classification can be done during wrapup.	N/A	N/A	N/A
Delight Transfer Completed	Conversation is removed from the Agent. Note If the transferee is also an Agent in the same UCC, then the conversation will be shown to the transferee and the transferee can classify after the disconnect. Warning If the transferee is not an Agent in the same UCC, then no classification can be done during wrapup.	N/A	N/A	N/A
Consultative Transfer Completed	Conversation is removed from the Agent. Note If the consultee is also an Agent in the same UCC, then the conversation will be shown to the consultee and the consultee can classify after the disconnect. Warning If the consultee is not an Agent in the same UCC, then no classification can be done during wrapup.	N/A	N/A	N/A
Skill Transfer Completed	Conversation is removed from the agent and enters the queue again. Warning If the customer disconnects while waiting, then no classification can be done.	Conversation is removed from the agent and enters the queue again. Warning If the customer disconnects while waiting, then no classification can be done.	Conversation is removed from the agent and enters the queue again.	Conversation is removed from the agent and enters the queue again. Warning If session expires while waiting, then no classification can be done.
Agent press handle	Conversation is removed from the agent and the agent can no longer classify.	Conversation is removed from the agent and the agent can no longer classify.	Conversation is removed from the agent and the agent can no longer classify.	Conversation is removed from the agent and the agent can no longer classify.

Customer connection state

You can see the customer connection state and to disconnect from the customer side.

Customer connected

The customer has a page with the Webchat.

Customer closed webchat page (can reconnect with persistent chat)

The customer has left the page with the Webchat.

Customer disconnected the conversation

The customer has closed the conversation.

Search Text

When a user want's to lookup an text conversation, they can use the "Search Text" feature. This can be done by clicking on the icon in the side bar.

Search Items

To start searching, you can enter your search criteria in the search bar. Optionally you can select a specific attribute to search on. Alternatively if you press enter, it will search all attributes.

Attribute	Description
Sender	Search on the Sender field of a Text. The URI who started the conversation.
Receiver	Search on the Receiver field of a Text. The URI who the conversation was sent to.
Subject	Search in the Subject (header) field of a Text.
Content	Search in the Content (body) field of a Text.
UCC	Search on the name of the UCC connected to a Text.
Skill	Search on the name of the Skill connected to a Text.
Reference ID	Search on the Reference ID of a Text. Reference ID is an unique ID created per Text conversation.

Search Filters / Advanced Search

If you want to use an even more detailed search, you can open the filter by clicking in the icon. This will open the filter options.

Filter	Description
From	Only show conversations after the entered date time.
Until	Only show conversation before the entered date time.
Inbound	Only show inbound conversations. Customer send to the Dialogue Manager.
Outbound	Only show outbound conversations. Agent replies to the Customer.
By UCC	Only show conversations on the selected UCCs.
By Skill	Only show conversations on the selected Skills.

Search results

After entering your search criteria, you will get your search results. Based on the state of the conversation you can will get a different reaction on the "show" action by clicking on the icon.

Waiting

Icon	Action	Description
	Take	Take the session from the waiting queue. The conversation will now be offered to the Agent.
	Preview	Show the conversation as a preview. From here you can see the content of the conversation and you will have the option to "Take" the session.

Archived

Icon	Action	Description
	Show	Open the archived session.

Search Settings

From the Search Settings, you have the option to switch the view. The settings can be opened by clicking on the icon. Here you can switch between "Compact" and "Extended" view.

Compact = A compact view of the results, with the following attributes:
- Type = The type of the conversation.
- Sender = The URI of the sender.
- Skill= The Skill where the conversation is connect to.
- State = Show the current state of the conversation
  - Waiting = The conversation is waiting in the queue.
  - Connected = The conversation is connected to an agent.
  - Archived = The conversation is completed and archived.
- Duration = Show the duration of the conversation. Time between condensation created and now.
Extended = Compact view extended with the following attributes:
- Subject = The subject (header) field of the conversation.
- Reference ID = Reference ID is an unique ID created per Text conversation.
- Received date and time = The datetime the conversation was received.

Settings

Note

All settings are stored in your browser's cache. Clearing your cache, changing browsers, or clients will reset the configuration.

Accessing Settings:

To configure your WebAgent settings, click on the MePerson menu located on the top right corner of your screen. From there, select "Settings" to access the various options available.

General Settings:

Under the General settings, you can customize the following options:

Change theme: You can set the color theme of the WebAgent. Choose between Dark theme, Light theme, and Teams theme.
Notification time: You can select how long a notification should be displayed. Choose between 5 Seconds, 10 Seconds, 30 Seconds, or No Timer.
First open dialogue tab: You can configure which tab should be open by default for a new conversation. Choose between Cases, Classification, Contact information, Conversation, and Timeline. If the selected Tab isn't available, it will fallback to Conversation.
Enable shortcuts: You can toggle if shortcuts should be enabled. By default, they are enabled.

Audio Settings:

Under the Audio settings, you can customize the following options:

Note

These only apply to text channels like Email, WhatsApp, SMS, and Chat.

Incoming text conversation: When enabled, an audio file will play when a text conversation is offered to the Agent. Choose between None, Ringtone 1, and Ringtone 2. This way, an agent can hear a text session being offered even when the WebAgent isn't on the screen.
Incoming text message: When enabled, an audio file will play when a new text message is added to the text conversation. Choose between None, Alert 1, and Alert 2. This way, an agent can hear a new text message has been received even when the WebAgent isn't on the screen.

Warning

In Chrome, playing audio will not be possible until the user performs an interaction on the page. This interaction can be a click or anything else that's triggered by the user. Until such an interaction has taken place, audio.play() will cause Chrome to throw

Uncaught (in promise) DOMException: play() failed because the user didn't interact with the document first.