Solution Reference

EF chat gadget gives call center users the ability to communicate internally with other agents and supervisors. Agents are arranged according to their teams and an icon represents live agent status. To initiate a chat, an agent clicks another agent’s profile which opens a chat window. The gadget will work with HTTPs.

Configurations

User permissions can be set inside the config.js file present in the application directory. There are two kinds of permissions.

Broadcast Permission

Broadcast messages are sent to only those members with home user can chat. Following are the allowed values in broadcast Permission.

Chat Permission

Following are the allowed values in chat permission

Features

One-to-One Chat 

Agents can have one to one conversations with each other. An alert is shown against the agent's name when a new message arrives. Date/Time for every message is shown along with the message text.

Broadcast chat

Broadcast chat allows contact center agents and supervisors to send or receive a message with whom they can chat according to the configuration.

Help Articles

It allows the agent to manage articles for help. Any article which is added by an agent will be available for everyone. Agents can add, remove, update and read articles. Agents can access these articles by clicking on the help symbol, present in front of agent name.

Quick Text Templates (quick reply)

Quick reply is a short message template that can be added by any agent and is available for every user of chat gadget. It helps the agent to send a pre-written text to others. The agent can set the text in the send message box by clicking on the template.

Group Chat

Group chat features allow us to create a custom group consisting of agents and supervisors, thus initiating a group chat between them.

Leave Group

This feature allows members in the group to leave it. On the top right corner, there is a button for leaving the group, all the members are notified when a member leaves the group.

Add Group Member

Any member of the group can add new members to the group. All the group members are notified of the addition of new group members.

Remove Group Member

The owner of the group can remove any member from the group by clicking on a minus sign in front of the group member in the group members list.

Rename Group

All the group members can rename the group by clicking on the group rename button present at the top.

Delete History

Agents can delete the history of group chat, agent-to-agent chat or broadcast chat. Once history is deleted, the agent will not be able to recover it.

Export Chat to PDF

Agents can download group, agent-to-agent, and broadcast chat history as a pdf file. History is downloaded between two dates and times.

Browser Notification

Whenever an agent receives a message, a notification is popped on the bottom-right corner of the screen.

Sound Notification

On message received, a sound is played to notify the agent.

Chat History

Chat history for an agent to agent chat and broadcast chat is maintained in the gadget. By default, only 10 messages are loaded in the gadget or equal to. An agent can scroll to the top where he can find the “load History” button to load  10 more previous messages.

Recent Tab

A new tab is introduced for recent conversations. By default, it loads the chats from the previous day. Groups are only visible here. The groups in which there were no conversations on the previous day are shown at the bottom of the list. Whenever new chat arrives, conversations (agent or group) are moved to the top of the list in the recent tab. The unread conversation count is shown at the top of the tab.

Teams Filter

In the top right corner of the All Users list, a dropdown is available, where all the teams are available with whom the agent can chat. The agent can do the following with the filter

1. Select  team (only selected team’s members are shown)
2. Select Online (Agents with states other than logout are shown)
3. Select All (All the agents are shown here, irrespective of agent state and teams. By default all is selected)
   
   

   

Finesse Failover

The gadget supports the finesse failover and in case of failover, it works normally.

Limitations

1. Notifications do not appear on the screen when the agent is on a Quick reply/article.
2. Message length in quick reply is up to 160 characters, if more characters are entered it won’t be saved. 
3. Article length is up to 1200 characters.
4. Text formatting is not supported
5. Web notifications work only with specific versions of google chrome and Mozilla Firefox. IE does not support them. 

Open Issues