Genesys Engage cloud (formerly PureEngage Cloud)

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  • 1.  Chat widget setup help

    GCAP Member
    Posted 03-19-2021 16:48
    Hi all

    We're looking to setup chat in Engage cloud
    There's lots of documentation on using and configuring the widget using the API
    I see there's AWT and agent skills call, how to setup the UI etc,  so that part is understood for the most part

    here's my questions:
    1. How does Designer chat work with this, or is it just for bots?
    1a. Can I program Designer chat similar to voice, to get my available agents, provide wait messages, route to chat queue, assign chat skills etc?

    2. How do you get the chat metrics in pulse
    eg how many agents on chat?
    which chat skills
    chats waiting in queue
    total answered chats

    3. How to populate historical GCXI stats

    Thanks for any help
    Monique
    #DigitalChannels
    #Integrations
    #SystemAdministration

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    Monique
    System Administrator
    Messer LLC
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