User Guide

Purpose

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.  

Audience

This document is intended for end users of the EF Chat gadget.

Conventions

This manual uses the following conventions.

EF Chat Gadget

Introduction

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.  Agents can have one to one conversation with each other. 

Broadcast chat allows contact center agents and supervisors to receive a broadcast message as well as send a broadcast message if they have the permission. Broadcast messages are linked with contacts filter. This gadget also  allows the agent to manage articles for help.Agent can set the text in the send message box by clicking on the template known as Quick Reply.

Group chat features allows us to create a custom group consisting of agents and supervisors. Agents can delete history of group chat, agent-to-agent chat or broadcast chat. Agent can download group, agent-to-agent and broadcast chat history as a pdf file.

Recommended Hardware

These requirements suffice for a deployment with 300 agents or less.

The gadget can be co-hosted with other Expertflow or third party products.

Redundancy is only supported on Cisco Finesse side, i.e., a single chat application will be deployed along with a finesse gadget on each of the two Cisco Finesse servers. 

Recommended Software

Configurations

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

Agent Permissions

Supervisor Permissions