Genesys Multicloud CX

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  • 1.  Chat widget setup help

    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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  • 2.  RE: Chat widget setup help

    GENESYS
    Posted 10-22-2021 02:54
    Hello Monique,

    How it is going with your Chat setup?
    Let me share top-level ideas regarding Chat and Designer.

    The chat widget is just a js file that is configured to be connected to a certain Chat endpoint configured in Designer (same as RP for Voice).
    So, with other of your questions:
    1) Designer provide an endpoint that can be used by chat-widget
    1.a) Yes. Designer Strategy for chat is similar to Voice apps.
    2) There are predefined metrics for multimedia interactions.
    3) You can run the same out-of-the-box GCXI reports (like Queue Summary and others), for multimedia interactions.

    Best regards,
    Slava

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    Viacheslav Ivshin
    Genesys - Employees
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