Genesys Engage on-premises

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  • 1.  Proactive Chat & Stat Service API

    Posted 03-22-2019 10:51
    Looking to start investigating proactive chat use cases - is the stat service API the correct way to introduce the ability for our web team to actively offer chat based on agent availability/service levels?  

    Our chat widget is in-house developed, we are not using Genesys widgets - web team would like to continue to own all front end, and present a chat to a customer based on various agent availability metrics - my idea is that we'd use the stat service API to provide those stats and trigger accordingly.  

    I'm not confident this is the way to attack it, thoughts?
    #DigitalChannels

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    Christopher Tsang
    Telus Communications
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  • 2.  RE: Proactive Chat & Stat Service API

    GENESYS
    Posted 04-11-2019 13:09
    Hey Christopher,
    There are probably a few ways to attack this, are you using GMS for chat?  Is there a custom broker between your back end environment and the internet to handle the comms?
    Ive seen some implementations where a custom availability application is built on the front end side, taking metrics from Stats through a GMS service, and combining that data with front end metrics such as average page visit times and current number of customers on page etc, to give a yes or no as to whether to hide or show the chat widget.

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    John Bernardon
    Genesys - Employees
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  • 3.  RE: Proactive Chat & Stat Service API

    GENESYS
    Posted 04-12-2019 11:23
    Christopher,

    I'd suggest that you look into using the GMS Stat Service API (https://docs.genesys.com/Documentation/GMS/8.5.2/API/StatServiceAPI).  It was build for publicly facing web usage, as it has caching capabilities and it handles all of the subscriptions and asynchronous statistic notifications behind the scenes.  You can use the built in EWT statistics for a virtual queue to understand how long wait times could be, or you can define statistics that would give you a count of available agents.  It is very flexible and should be perfect for your needs.

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    Jim Crespino
    Director, Developer Enablement
    Genesys
    https://developer.genesys.com
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