- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- 1 Chat Service Configuration
- 1.1 Step 1: Create and configure a chat service
- 1.2 Step 2: Assign teams to the service
- 1.3 Step 3: Create additional skills required for this service
- 1.4 Step 4: Assign the additional skills to agents of the assigned teams
- 1.5 Step 5: Specify service level thresholds
- 1.6 Step 6: Create the scenario for the service
- 1.7 Step 7: Update omnichannel routing settings
- 1.8 Step 8: Configure SMS access numbers
- 1.9 Step 9: Associate scenarios
- Web Chat Configuration
- Users and Teams
- Forwarding and Voicemail Operation
- Agent Dashboard Metrics
- Skill Levels
- Help Screens
- Scenario Entries
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Case & Contact Management
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Language Skills
- Audio Treatments
- Shared Voice Segments
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Agent Desktop Helper Application
- System Requirements
- Countries, Calling Codes, and Time Zones
- Setting Up Private S3 Storage
Chat Service Configuration
This section outlines the recommended general order of configuring a chat service.
The following steps suggest the order of actions that you should take when configuring a chat service for your contact center.
Step 1: Create and configure a chat service
Create a chat service, and configure its general settings. See section Services and Campaigns - Properties Tab.
Step 2: Assign teams to the service
Assign agent teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated agent teams. See section Services and Campaigns - Assignments Tab.
Step 3: Create additional skills required for this service
Additional skills are called auxiliary skills. Add any other required agent skills for this campaign.
Step 4: Assign the additional skills to agents of the assigned teams
Assign auxiliary skills to agents as required skill levels.
Step 5: Specify service level thresholds
Set the service level threshold for the service. See section Services and Campaigns - Service Level Tab.
Step 6: Create the scenario for the service
Create the interaction processing scenario for this service.
Step 7: Update omnichannel routing settings
Specify the number of sessions that agents can handle simultaneously. See section Omnichannel Routing.
Step 8: Configure SMS access numbers
Configure an SMS access number for inbound SMS communications. See section Messaging.
Step 9: Associate scenarios
Associate a scenario with the web/mobile applications. See section Scenario Entries.