WebChat Versions Functional Feature

Introduction

The below overview gives you information about which features are available in specific setups for WebChat

 

General Features

Feature

WebChat On-premises / FederatedWhen using Anywhere365 in combination with Federation you can easily add agents working with a Skype for Business or Teams account to your UCC.

(Skype for Business / Teams)

WebChat Dialogue Provider 2.0

(WebAgent)

Group Presence

Display is the chat-queue has available agents.

(only when IDRInteractive Dialogue Response (IDR) is an application to take orders via keypad or button through a computer. By choosing menu options the contact receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. is disabled)

 

Multiple Chat Endpoints

Configure multiple buttons, linked to different chat-queues.

(alternative is routing based on content)

Teaser

Tease the customer with a small message based on time or scroll percentage.

 

Customization / Themes

Customize the look of the WebChat.

(complex via files)

(simple via CSS scripts)

Reconnect

Reconnect when browsing to a new page.

Idle timeout

Set a timeout for no response.

 

Customer Name

Ask a customer for their name / email.

(will result in a fictive URI)

(Can be loaded via script)

Agent Name

Display the agent name to the customer.

(Skype for Business on-premises only)

 

Chat Name

Configure the chat display name.

(not applicable)

Business Hours

Display if the chat is available during business hours.

(alternative is remove the front end during specific times)

System Messages

Prompt the customer with predefined messages, for example "Waiting for an Agent".

 

(Graphical) IDR

Prompt the customers with a list of queues to select from.

(alternative is routing based on content)

Chat Questions

Prompt the customers with a list of questions before connecting to an Agent.

 

IM Translation

Translate the messages sent by customer and agents.

 

Routing based on content

Route the customer based on the message they have sent.

 

Dialogue Studio Compatible

Extend the conversation with Dialogue Studio.

 

 

Conversation Controls

Conversation controls can be used to directly control the active conversation.

Feature

WebChat On-premises / Federated

(Skype for Business / Teams)

WebChat Dialogue Provider 2.0

(WebAgent)

Initiate Chat

Initiate a chat conversation between the Agent and Customer

Initiate WebAudio

Initiate a webaudio conversation between the Agent and Customer

(only for Skype for Business)

 

Initiate WebVideo

Initiate a webvideo conversation between the Agent and Customer

(only for Skype for Business)

 

Initiate File Transfer

A customer can upload a file to be shared with the Agent.

 

Initiate CoBrowse

A customer can initiate co-browsing session with the agent

(via 3rd party integration)

 

Initiate CallMeThe CallMe feature adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs.

A customer can escalate the session to voice by entering their PSTN number.

 

Initiate URL Sharing

Display a pop-out window to the customer with shared urls by the agent.

 

Skill Transfer

With Transfer, you can transfer to another skill.

 

Predefined responses

A predefined response is a message you can add to your reply.

 

Emoticons

Add emoticons to the conversation

 

 

Conversation Details

Conversation details show you additional information about a conversation.

Feature

WebChat On-premises / Federated

(Skype for Business / Teams)

WebChat Dialogue Provider 2.0

(WebAgent)

Timeline

The timeline shows information about previous contact moments with the customer, loaded via the Universal Timeline Service.

(Fictive uri is generated)

(uri can be loaded via script)

Classification

During a dialogue you can select a predefined Classification, which will be added to the Call Detail Recording via the Call Property Service.

CRM Contact Information

The contact information show additional information about the contact loaded via the CRM Service.

(Fictive uri is generated)

(uri can be loaded via script)

CRM Case Information

The case information show cases of the contact loaded via the CRM Service.

(Fictive uri is generated)

(uri can be loaded via script)

 

Queue

In the queue tab of the overview you can see which conversations are in the queue. From here you will be able to interact with the conversations.

Feature

WebChat On-premises / Federated

(Skype for Business / Teams)

WebChat Dialogue Provider 2.0

(WebAgent)

Queue Settings / Filtering

From the Queue Settings, you have the option to configure the view.

(Via Snapper)

Queue Details

In the queue tab of the overview you can see which conversations are in the queue.

(Via Snapper)

Search Text

In the search text tab you can search for a specific conversation based on your criteria.

 

Take from Queue

Take the session from the waiting queue. The conversation will now be offered to the Agent.

(Via Snapper)

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.

 

 

Conversation Wrap-up

Feature

WebChat On-premises / Federated

(Skype for Business / Teams)

WebChat Dialogue Provider 2.0

(WebAgent)

Discharge

The time before a new conversation will be offered to an Agent after the previous conversation is finished.

Email Conversation

After a chat with an agent and the customer wants to read back, the email dialogue can be emailed to the customer.

 

Quality Monitoring

Quality monitoring can be used to have customer the possibility to rate the conversation.

 

Classifications

Classifications can be used to Tag conversations

 

Miscellaneous features

Feature

WebChat On-premises / Federated

(Skype for Business / Teams)

WebChat Dialogue Provider 2.0

(WebAgent)

Captcha

Enable a catpcha on the webchat, before initializing

 

Automated Messages

Configure automated system messages for the customer and agent.

(Extended messages via SharePoint)

(Simple messages via script)

Contact Form

Add a contact form when no agent is available of chat queue is out of office.

 

Question Form

Visually display the chat questions, before connecting a conversation.

 

Pop-out

Pop-out the chat in a new browser window.