WebChat Configure UCC

Note: An additional Anywhere365 WebAgent for Omnichannel license is required.

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

Note: Configure 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. is introduced in WebChat 2.1.

Introduction

Both the WebChat 2 and the WebChatDialogueProvider2 supports multiple UCC's. This enabled web-developers to connect to specific UCC's based on the page navigation or other variables. The UCC can be set in 2 locations.

Order

Which UCC is loaded is based on the following order:

Web config
Config.json
Primary UCC (first UCC to connect to the WebChatDialogueProvider2)

Configuration

You can also define the UCC in the config loaded via the website.

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Script

interface uccName: string

Example

Below an example script that can be loaded into your website's html. In this example we loaded a webchat that is connected to "ucc_sales":

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HTML

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<script type="text/javascript" src="webchat.bootstrap.js"></script>
<script>
window.onload = function() {
    const config = {
            uccName:'ucc_support',
        }
    };
WebChat.load(config);
};
</script>