Chat Initiation via Contact Tabs

Any visitor to your site can start a web chat by clicking on the chat widget's Contact tab. When customizing your chat widget, you have the option of requesting that visitors fill out a Pre-Chat form or a Leave a Message form. The properties of the Contact tab and these forms are described in this section.

Contact Tab

The Contact tab is what visitors to your website click in order to initiate a web chat. In the Chat Widget Configuration application, you can define the location, style, and color of this tab as it will appear on your site.

Properties

The following properties determine the color, placement, and text of the chat widget's Contact tab.

Enabled

If the Enabled checkbox is selected, the Contact Tab will be shown on the chat widget.

Location

Location is where the chat widget will be placed on your webpage:

• top_left
• top_middle
• top_right
• right_top
• right_middle
• right_bottom
• bottom_left
• bottom_middle
• bottom_right
• left_top
• left_middle
• left_bottom

Icon URL

The Icon URL is the web address of your company icon or logo. In the Icon URL field, enter the desired icon's URL to see it shown on the left side of the Contact tab.

Text when in hours - chat with us

This is the text shown when the chat widget is clicked during your company's hours of operation. Enter the desired text to be displayed on the widget when agents are available to chat (e.g., "Chat with us!" or "Click to chat.").

Text when after hours - leave us a message

This is the text shown when the chat widget is clicked outside of your company's hours of operation (e.g., "Leave us a message.").

Do not show after hours

When this checkbox is selected, the chat widget is not displayed outside of your contact center's hours of operation.

Do not show

Select this checkbox when the chat widget should be hidden from view when the estimated wait time exceeds a certain threshold (see Enter the estimated wait time threshold in seconds below).

Enter the estimated wait time threshold in seconds

Enter the maximum estimated wait time (EST) that is allowed to elapse before the chat widget is hidden from view.

Pre-Chat Form Configuration

Pre-chat forms are shown to customers when they first click the chat contact tab (i.e., the small tab that displays text such as, "Chat with us! We are online") to initiate a web chat. These forms collect data from the customer. By editing the pre-chat form properties, you can customize the fields that customers will fill in (e.g., phone number, email, reason for chat, etc.).

Properties

The following properties determine the fields and text shown on the chat widget's Pre-Chat form.

Enabled

If the Enabled checkbox is selected, the Pre-Chat form will be shown on the chat widget.

Title

Title is the unique name of the form. The title is displayed at the top of the form for customers to see.

Contact options

Chat tab and button enabled

When this checkbox is selected, the Pre-Chat form displays the Chat tab at the top of the form. Customers click the Chat tab to enter information (as specified in the fields below) before the chat interaction begins.

Chat tab and button text

Chat tab and button text is the text that will be shown on the Chat tab, if the Chat tab and button are enabled.

Phone call button enabled

When this checkbox is selected, the Pre-Chat form displays the Call tab at the top of the form and the Call button at the bottom of the form. When the customer enters information on the form and clicks the Call button, the agent accepts a chat and can call the customer's provided phone number using the Initiate call button.

Phone call button text

Phone call button text is the text that will be shown on the Call tab, if the Phone call button is enabled.

Cancel button enabled

When this checkbox is selected, the Pre-Chat form displays the Cancel button at the bottom of the form. Customers wishing to close a filled-out form may click the Cancel button.

Cancel button text

Cancel button text is the text shown on the button to cancel the chat or phone call.

Fields - common

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following form field types and labels are included:

• Label: First name
• Text: first_name
• Label: Last name
• Text: last_name
• Label: E-mail
• Text: email

For more information, see sections Working with Form Fields.

Fields - phone

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following phone field types and labels are included:

• Label: Phone
• Callback phone number: phone_number

For more information, see sections Working with Form Fields.

Fields - chat

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following chat field types and labels are included:

• Label: Message
• Multiline text: message

For more information, see sections Working with Form Fields.

Leave a Message Form Configuration

The Leave a Message form is given to customers who try to initiate a web chat outside of business hours or when no agents are available. The form allows customers to provide a detailed message for your contact center when they are unable to chat with an agent.

You can specify the fields that should appear on both Chat and Phone tabs of this form; note that some fields are included by default.

Properties

The following properties determine the fields and text shown on the chat widget's Leave a Message form.

Title

Title is the unique name of the form. The title is displayed at the top of the form for customers to see.

Email to send form to

This is the email address of the person that will receive the form/message.

OK button text

The OK button text is what will be shown on the button to send the form/message.

Cancel button text

Cancel button text is the text shown on the button to cancel the message.

Fields - chat

The following chat field types and labels are included:

• Name: subject
• Label: Subject
• Label: Description

For more information, see section Working with Form Fields.

Services & Campaigns Overview

A service is a logical concept that reflects a specific reason for customers to contact your business, or, in case of outbound campaigns, a specific reason for your business to contact customers. Services play the key role in design of interaction processing logic, evaluation of contact center efficiency, and workforce management.

Note that when you define a new service, a default skill representing this service is created automatically by the system. When you associate the service with an agent team, this default skill can be automatically assigned to all current and future members of the team.

To set up services or campaigns, select the Services & Campaigns option from the root menu.

Tabs

The following is a list of all tabs found in the Contact Center Administrator application, section Services & Campaigns. Note that some tabs are service-specific.

• 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

Types of Services

To create a service, click the Add service button. The following is a list of the service options and brief descriptions of what they do.

Inbound Voice

Inbound Voice services are used for inbound voice services.

Outbound Voice

Outbound Voice services are used for pure outbound campaigns.

Blended Voice

Blended Voice is for when you expect to receive inbound calls that are logically part of your outbound campaign (i.e., when customers who missed your campaign call attempts call back using one of the campaign Caller IDs) and want those inbound calls to be handled by the same agents and in the same way.

Chat

Chat is for chat services.

Marketing

Marketing services utilize email and voice campaigns for managing and gaining business leads.

Email

Email is for email services.

Understanding Hours of Operation (HOP)

Setting up hours of operation (HOP) is one of the most basic and important things to consider when configuring your contact center. For example, your center may have agents in different timezones and regions of the world, and your customers should know when they can and can’t reach you.

In the Contact Center Administrator application, you configure hours of operation globally (i.e., for your entire contact center), then can refine them per service, and further can refine them per scenario. Noting this, the most important thing to remember when configuring HOP is there is a hierarchy. That is, HOP are read by the system in a particular order, and every added HOP condition will supersede the previous one.

In this article, we will explain how the HOP hierarchy works in Bright Pattern Contact Center software by examining some HOP configuration examples.

Finally, as a general reminder, don’t make things any more complicated than they need to be! Keeping track of multiple HOP conditions can be difficult, so, if a basic global configuration meets your center’s needs, stick with this.

1. Call Center Configuration > Calendars

Before configuring your HOP, you should define your days of operation, known as calendars. Beginning in section Call Center Configuration, go to section Calendars. Here, you will see a number of predefined calendars available for use. If you need to create a new calendar or edit a pre-existing one, it should be done first. The reason for this is that when you define your global HOP entries, they are created based on days of operation.

Note: Your contact center's holidays should be defined here first; once defined, they may be added to a global HOP entry.

2. Call Center Configuration > Hours of Operation

Continuing in section Call Center Configuration, go to section Hours of Operation. This is where you configure your contact center’s global HOP entries. You can configure as many different HOP entries as you need (e.g., weekday, weekend, holiday, etc.). Note that from the Associations tab, you can see what services use a specific HOP entry.

When creating an HOP entry, you will select a global Calendar first, then define the hours, and finally, select the timezone. Note that you may add as many conditions as you need to a global HOP entry.

As a reminder, holiday calendars may be added as a condition to an HOP entry; however, instead of defining hours of operation, you will select the closed option.

3. Services & Campaigns

After defining a global HOP entry, you will need to assign it to a service or campaign. To do this, go to section Services & Campaigns > Properties tab. For each service or campaign, you can set unique hours of operation; this includes email services.

When configuring HOP for a specific service, you have two options: select and specify. Option select lets you select from your globally configured HOP. Should you desire, you have the ability to customize a selected global HOP entry; note that customized HOP override your global HOP. Option specify lets you create HOP from scratch, specifically for this service. To do this, click add, then configure the days and times you would like. Note that when specify is selected, the default option is Open 24/7.

4. Scenario Entries

If you would like, you can continue to set further HOP conditions per scenario entry. To do this, go to section Scenario Entries. HOP conditions may be applied to all scenario entry types except email. Note that any unique HOP defined here override previous ones associated with service or global HOP.

When configuring HOP for scenario entries, like in section Services & Campaigns, you have the option to select a new global set of hours or specify ones unique to this specific scenario entry. Additionally, there is the option from service, which takes the hours of operation from the services that are active at the moment. If you do not need any additional HOP conditions added to your scenario the from service option should be selected.

5. Scenarios

Section Scenarios is the final place where you may define HOP conditions; they are set using the If block in the Scenario Builder application. Note that when defined in a scenario, HOP conditions override all previous ones.

The most common use for invoking an HOP condition in an If block is to determine what happens to customers trying to reach your contact center outside your hours of operation, or an HOP check.

To configure an HOP check, add an If block to the top of your scenario and create a branch. On this branch, add a condition that uses the The current date and time option. From here, you may select a global HOP entry, and the "is not" option, the result being the scenario checks to see if the interaction is happening outside of the selected HOP entry. When configured correctly, your condition will look like this:

• The current date and time
• is not
• Selected HOP

Once the condition is configured, you then decide what to do with the interaction, such as sending a call to voicemail, a particularly skilled agent, routing the call to a third-party service, and so forth.

Chat Tutorials Overview

Chat tutorials show you how to enable chat/messaging capabilities for your contact center. You will learn how to set up chat services, place Bright Pattern's chat widget on your website, and more.

Tutorials

Configuration

• How to Add a Contact Tab
• How to Configure Chat Services
• How to Configure Web Chat

Launching Chat on Webpages

• How to Use the Chat Widget HTML Snippet

1. REDIRECT 5.3:Contact-center-administrator-guide/Scenarios/ScenariosOverview

Scenario Builder Overview

For every customer interaction that enters your contact center, Bright Pattern Contact Center software has to process that specific interaction to determine what to do with it (e.g., what prompts or announcements to apply, what resources to queue for, what music to play, or when to over-flow to alternate resources). The logic of such automated interaction processing is defined in a scenario. Execution of a scenario with respect to a specific interaction is triggered by a particular event, such as the arrival of a call at a specific access number, or the initiation of a chat session from a specific web page.

Scenarios are designed and edited in the Scenario Builder application. This application is launched from the Contact Center Administrator application when you add a new scenario or select an existing one for editing. For more information, see section Scenarios Overview of the Bright Pattern Contact Center Administrator Guide.

Scenario Engine

The Scenario Engine is the component of Bright Pattern Contact Center software that executes your scenarios. Starting from version 5.0, should scenario failover occur (i.e., the Scenario Engine fails while processing a Voice scenario), the scenario will be transferred to a backup Scenario Engine; this will restart the scenario from the last executed block and prevent active, connected calls from being disconnected.

The following are some examples of what can occur at various stages of scenario failover:

• If scenario was on Interactive Voice Response (IVR) stage, the current IVR block will run again. For example, if a scenario is on the Collect Digits block, all entered digits will be lost and the greeting prompt will be played again. If the same scenario has a second call leg (is on the Connect Call block), the second leg is immediately disconnected and the Connect Call block again starts to dial to the destination.

• If a scenario failover occurs, calls waiting in the queue (i.e., the Find Agent block) will be immediately queued again by new Scenario Engine using the skill requirements collected by original scenario.

• Pending scenario blocks (i.e., ringing, dialing, transfers in progress) may be lost.

Note: Real-time statistics are incrementially affected by scenario failovers in some instances. For example, for queued calls, one inbound call will increase statistic value by two (e.g., the first time when it was queued by original Scenario Engine, the second time when it was switched over to new Scenario Engine).

Graphical User Interface

Scenario Builder incorporates a graphical user interface (GUI) with which you can visually connect a sequence of functional blocks, thus building your scenario. These blocks are known as scenario blocks. Scenarios are created using a flowchart format that represents the sequence of interaction processing steps in the scenario. Different scenario blocks perform different functions, such as playing prompts, collecting digits, or looking for available agents.

To add a block to the scenario, select it from the list on the left and drag it to the desired location within the scenario. To remove a block from a scenario, select the block within the scenario and drag it back to the list of blocks on the left.

Scenario Blocks

Each block has its own configuration attributes, which appear in the edit pane on the right when the block is added to the flowchart or selected within the flowchart. The attributes specify the function represented by the block. For example, the Play Prompt block has an attribute that specifies which prompt shall be played when this block is executed in a specific processing step of a specific scenario. The scenario blocks described in this guide may have configuration attributes related to conditional exits, prompts, and/or settings.

Conditional Exits

The scenario typically processes blocks sequentially; however, some blocks have multiple paths that the scenario can take after processing the block. These paths are called conditional exits. Conditional exits enable you to determine how the voice scenario responds to certain conditions that may occur during the processing of an interaction, such as an agent not responding to a call. Each conditional exit appears in the flowchart as green text beneath the block to which it applies. A conditional exit may contain a flow of blocks to handle specific situations.

Prompts

Many blocks use voice prompts to request input from callers, inform callers about events, or play music while callers are waiting for an agent. These prompts can be either prerecorded audio files or static prompts that the system generates using Text-to-Speech (TTS) functionality from textual prompt descriptions. The Prompt Manager dialog box in Scenario Builder lists all prompts the open voice scenario uses, and it lets you set the languages in which the voice scenario can play prompts.

Settings

Settings, also known as configuration attributes, for this block appear in the edit pane on the right when the block is added to the flowchart or selected within the flowchart. These settings specify the function represented by the block.

The subsequent sections of this guide describe specific scenario blocks, their attributes, and usage. The blocks are listed in alphabetical order.

Chat Initiation via Contact Tabs

Any visitor to your site can start a web chat by clicking on the chat widget's Contact tab. When customizing your chat widget, you have the option of requesting that visitors fill out a Pre-Chat form or a Leave a Message form. The properties of the Contact tab and these forms are described in this section.

Contact Tab

The Contact tab is what visitors to your website click in order to initiate a web chat. In the Chat Widget Configuration application, you can define the location, style, and color of this tab as it will appear on your site.

Properties

The following properties determine the color, placement, and text of the chat widget's Contact tab.

Enabled

If the Enabled checkbox is selected, the Contact Tab will be shown on the chat widget.

Location

Location is where the chat widget will be placed on your webpage:

• top_left
• top_middle
• top_right
• right_top
• right_middle
• right_bottom
• bottom_left
• bottom_middle
• bottom_right
• left_top
• left_middle
• left_bottom

Icon URL

The Icon URL is the web address of your company icon or logo. In the Icon URL field, enter the desired icon's URL to see it shown on the left side of the Contact tab.

Text when in hours - chat with us

This is the text shown when the chat widget is clicked during your company's hours of operation. Enter the desired text to be displayed on the widget when agents are available to chat (e.g., "Chat with us!" or "Click to chat.").

Text when after hours - leave us a message

This is the text shown when the chat widget is clicked outside of your company's hours of operation (e.g., "Leave us a message.").

Do not show after hours

When this checkbox is selected, the chat widget is not displayed outside of your contact center's hours of operation.

Do not show

Select this checkbox when the chat widget should be hidden from view when the estimated wait time exceeds a certain threshold (see Enter the estimated wait time threshold in seconds below).

Enter the estimated wait time threshold in seconds

Enter the maximum estimated wait time (EST) that is allowed to elapse before the chat widget is hidden from view.

Pre-Chat Form Configuration

Pre-chat forms are shown to customers when they first click the chat contact tab (i.e., the small tab that displays text such as, "Chat with us! We are online") to initiate a web chat. These forms collect data from the customer. By editing the pre-chat form properties, you can customize the fields that customers will fill in (e.g., phone number, email, reason for chat, etc.).

Properties

The following properties determine the fields and text shown on the chat widget's Pre-Chat form.

Enabled

If the Enabled checkbox is selected, the Pre-Chat form will be shown on the chat widget.

Title

Title is the unique name of the form. The title is displayed at the top of the form for customers to see.

Contact options

Chat tab and button enabled

When this checkbox is selected, the Pre-Chat form displays the Chat tab at the top of the form. Customers click the Chat tab to enter information (as specified in the fields below) before the chat interaction begins.

Chat tab and button text

Chat tab and button text is the text that will be shown on the Chat tab, if the Chat tab and button are enabled.

Phone call button enabled

When this checkbox is selected, the Pre-Chat form displays the Call tab at the top of the form and the Call button at the bottom of the form. When the customer enters information on the form and clicks the Call button, the agent accepts a chat and can call the customer's provided phone number using the Initiate call button.

Phone call button text

Phone call button text is the text that will be shown on the Call tab, if the Phone call button is enabled.

Cancel button enabled

When this checkbox is selected, the Pre-Chat form displays the Cancel button at the bottom of the form. Customers wishing to close a filled-out form may click the Cancel button.

Cancel button text

Cancel button text is the text shown on the button to cancel the chat or phone call.

Fields - common

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following form field types and labels are included:

• Label: First name
• Text: first_name
• Label: Last name
• Text: last_name
• Label: E-mail
• Text: email

For more information, see sections Working with Form Fields.

Fields - phone

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following phone field types and labels are included:

• Label: Phone
• Callback phone number: phone_number

For more information, see sections Working with Form Fields.

Fields - chat

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following chat field types and labels are included:

• Label: Message
• Multiline text: message

For more information, see sections Working with Form Fields.

Leave a Message Form Configuration

The Leave a Message form is given to customers who try to initiate a web chat outside of business hours or when no agents are available. The form allows customers to provide a detailed message for your contact center when they are unable to chat with an agent.

You can specify the fields that should appear on both Chat and Phone tabs of this form; note that some fields are included by default.

Properties

The following properties determine the fields and text shown on the chat widget's Leave a Message form.

Title

Title is the unique name of the form. The title is displayed at the top of the form for customers to see.

Email to send form to

This is the email address of the person that will receive the form/message.

OK button text

The OK button text is what will be shown on the button to send the form/message.

Cancel button text

Cancel button text is the text shown on the button to cancel the message.

Fields - chat

The following chat field types and labels are included:

• Name: subject
• Label: Subject
• Label: Description

For more information, see section Working with Form Fields.

Scenario Builder Overview

For every customer interaction that enters your contact center, Bright Pattern Contact Center software has to process that specific interaction to determine what to do with it (e.g., what prompts or announcements to apply, what resources to queue for, what music to play, or when to over-flow to alternate resources). The logic of such automated interaction processing is defined in a scenario. Execution of a scenario with respect to a specific interaction is triggered by a particular event, such as the arrival of a call at a specific access number, or the initiation of a chat session from a specific web page.

Scenarios are designed and edited in the Scenario Builder application. This application is launched from the Contact Center Administrator application when you add a new scenario or select an existing one for editing. For more information, see section Scenarios Overview of the Bright Pattern Contact Center Administrator Guide.

Scenario Engine

The Scenario Engine is the component of Bright Pattern Contact Center software that executes your scenarios. Starting from version 5.0, should scenario failover occur (i.e., the Scenario Engine fails while processing a Voice scenario), the scenario will be transferred to a backup Scenario Engine; this will restart the scenario from the last executed block and prevent active, connected calls from being disconnected.

The following are some examples of what can occur at various stages of scenario failover:

• If scenario was on Interactive Voice Response (IVR) stage, the current IVR block will run again. For example, if a scenario is on the Collect Digits block, all entered digits will be lost and the greeting prompt will be played again. If the same scenario has a second call leg (is on the Connect Call block), the second leg is immediately disconnected and the Connect Call block again starts to dial to the destination.

• If a scenario failover occurs, calls waiting in the queue (i.e., the Find Agent block) will be immediately queued again by new Scenario Engine using the skill requirements collected by original scenario.

• Pending scenario blocks (i.e., ringing, dialing, transfers in progress) may be lost.

Note: Real-time statistics are incrementially affected by scenario failovers in some instances. For example, for queued calls, one inbound call will increase statistic value by two (e.g., the first time when it was queued by original Scenario Engine, the second time when it was switched over to new Scenario Engine).

Graphical User Interface

Scenario Builder incorporates a graphical user interface (GUI) with which you can visually connect a sequence of functional blocks, thus building your scenario. These blocks are known as scenario blocks. Scenarios are created using a flowchart format that represents the sequence of interaction processing steps in the scenario. Different scenario blocks perform different functions, such as playing prompts, collecting digits, or looking for available agents.

To add a block to the scenario, select it from the list on the left and drag it to the desired location within the scenario. To remove a block from a scenario, select the block within the scenario and drag it back to the list of blocks on the left.

Scenario Blocks

Each block has its own configuration attributes, which appear in the edit pane on the right when the block is added to the flowchart or selected within the flowchart. The attributes specify the function represented by the block. For example, the Play Prompt block has an attribute that specifies which prompt shall be played when this block is executed in a specific processing step of a specific scenario. The scenario blocks described in this guide may have configuration attributes related to conditional exits, prompts, and/or settings.

Conditional Exits

The scenario typically processes blocks sequentially; however, some blocks have multiple paths that the scenario can take after processing the block. These paths are called conditional exits. Conditional exits enable you to determine how the voice scenario responds to certain conditions that may occur during the processing of an interaction, such as an agent not responding to a call. Each conditional exit appears in the flowchart as green text beneath the block to which it applies. A conditional exit may contain a flow of blocks to handle specific situations.

Prompts

Many blocks use voice prompts to request input from callers, inform callers about events, or play music while callers are waiting for an agent. These prompts can be either prerecorded audio files or static prompts that the system generates using Text-to-Speech (TTS) functionality from textual prompt descriptions. The Prompt Manager dialog box in Scenario Builder lists all prompts the open voice scenario uses, and it lets you set the languages in which the voice scenario can play prompts.

Settings

Settings, also known as configuration attributes, for this block appear in the edit pane on the right when the block is added to the flowchart or selected within the flowchart. These settings specify the function represented by the block.

The subsequent sections of this guide describe specific scenario blocks, their attributes, and usage. The blocks are listed in alphabetical order.

Chat Initiation via Contact Tabs

Any visitor to your site can start a web chat by clicking on the chat widget's Contact tab. When customizing your chat widget, you have the option of requesting that visitors fill out a Pre-Chat form or a Leave a Message form. The properties of the Contact tab and these forms are described in this section.

Contact Tab

The Contact tab is what visitors to your website click in order to initiate a web chat. In the Chat Widget Configuration application, you can define the location, style, and color of this tab as it will appear on your site.

Properties

The following properties determine the color, placement, and text of the chat widget's Contact tab.

Enabled

If the Enabled checkbox is selected, the Contact Tab will be shown on the chat widget.

Location

Location is where the chat widget will be placed on your webpage:

• top_left
• top_middle
• top_right
• right_top
• right_middle
• right_bottom
• bottom_left
• bottom_middle
• bottom_right
• left_top
• left_middle
• left_bottom

Icon URL

The Icon URL is the web address of your company icon or logo. In the Icon URL field, enter the desired icon's URL to see it shown on the left side of the Contact tab.

Text when in hours - chat with us

This is the text shown when the chat widget is clicked during your company's hours of operation. Enter the desired text to be displayed on the widget when agents are available to chat (e.g., "Chat with us!" or "Click to chat.").

Text when after hours - leave us a message

This is the text shown when the chat widget is clicked outside of your company's hours of operation (e.g., "Leave us a message.").

Do not show after hours

When this checkbox is selected, the chat widget is not displayed outside of your contact center's hours of operation.

Do not show

Select this checkbox when the chat widget should be hidden from view when the estimated wait time exceeds a certain threshold (see Enter the estimated wait time threshold in seconds below).

Enter the estimated wait time threshold in seconds

Enter the maximum estimated wait time (EST) that is allowed to elapse before the chat widget is hidden from view.

Pre-Chat Form Configuration

Pre-chat forms are shown to customers when they first click the chat contact tab (i.e., the small tab that displays text such as, "Chat with us! We are online") to initiate a web chat. These forms collect data from the customer. By editing the pre-chat form properties, you can customize the fields that customers will fill in (e.g., phone number, email, reason for chat, etc.).

Properties

The following properties determine the fields and text shown on the chat widget's Pre-Chat form.

Enabled

If the Enabled checkbox is selected, the Pre-Chat form will be shown on the chat widget.

Title

Title is the unique name of the form. The title is displayed at the top of the form for customers to see.

Contact options

Chat tab and button enabled

When this checkbox is selected, the Pre-Chat form displays the Chat tab at the top of the form. Customers click the Chat tab to enter information (as specified in the fields below) before the chat interaction begins.

Chat tab and button text

Chat tab and button text is the text that will be shown on the Chat tab, if the Chat tab and button are enabled.

Phone call button enabled

When this checkbox is selected, the Pre-Chat form displays the Call tab at the top of the form and the Call button at the bottom of the form. When the customer enters information on the form and clicks the Call button, the agent accepts a chat and can call the customer's provided phone number using the Initiate call button.

Phone call button text

Phone call button text is the text that will be shown on the Call tab, if the Phone call button is enabled.

Cancel button enabled

When this checkbox is selected, the Pre-Chat form displays the Cancel button at the bottom of the form. Customers wishing to close a filled-out form may click the Cancel button.

Cancel button text

Cancel button text is the text shown on the button to cancel the chat or phone call.

Fields - common

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following form field types and labels are included:

• Label: First name
• Text: first_name
• Label: Last name
• Text: last_name
• Label: E-mail
• Text: email

For more information, see sections Working with Form Fields.

Fields - phone

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following phone field types and labels are included:

• Label: Phone
• Callback phone number: phone_number

For more information, see sections Working with Form Fields.

Fields - chat

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following chat field types and labels are included:

• Label: Message
• Multiline text: message

For more information, see sections Working with Form Fields.

Leave a Message Form Configuration

The Leave a Message form is given to customers who try to initiate a web chat outside of business hours or when no agents are available. The form allows customers to provide a detailed message for your contact center when they are unable to chat with an agent.

You can specify the fields that should appear on both Chat and Phone tabs of this form; note that some fields are included by default.

Properties

The following properties determine the fields and text shown on the chat widget's Leave a Message form.

Title

Title is the unique name of the form. The title is displayed at the top of the form for customers to see.

Email to send form to

This is the email address of the person that will receive the form/message.

OK button text

The OK button text is what will be shown on the button to send the form/message.

Cancel button text

Cancel button text is the text shown on the button to cancel the message.

Fields - chat

The following chat field types and labels are included:

• Name: subject
• Label: Subject
• Label: Description

For more information, see section Working with Form Fields.

Chat Initiation via Contact Tabs

Any visitor to your site can start a web chat by clicking on the chat widget's Contact tab. When customizing your chat widget, you have the option of requesting that visitors fill out a Pre-Chat form or a Leave a Message form. The properties of the Contact tab and these forms are described in this section.

Contact Tab

The Contact tab is what visitors to your website click in order to initiate a web chat. In the Chat Widget Configuration application, you can define the location, style, and color of this tab as it will appear on your site.

Properties

The following properties determine the color, placement, and text of the chat widget's Contact tab.

Enabled

If the Enabled checkbox is selected, the Contact Tab will be shown on the chat widget.

Location

Location is where the chat widget will be placed on your webpage:

• top_left
• top_middle
• top_right
• right_top
• right_middle
• right_bottom
• bottom_left
• bottom_middle
• bottom_right
• left_top
• left_middle
• left_bottom

Icon URL

The Icon URL is the web address of your company icon or logo. In the Icon URL field, enter the desired icon's URL to see it shown on the left side of the Contact tab.

Text when in hours - chat with us

This is the text shown when the chat widget is clicked during your company's hours of operation. Enter the desired text to be displayed on the widget when agents are available to chat (e.g., "Chat with us!" or "Click to chat.").

Text when after hours - leave us a message

This is the text shown when the chat widget is clicked outside of your company's hours of operation (e.g., "Leave us a message.").

Do not show after hours

When this checkbox is selected, the chat widget is not displayed outside of your contact center's hours of operation.

Do not show

Select this checkbox when the chat widget should be hidden from view when the estimated wait time exceeds a certain threshold (see Enter the estimated wait time threshold in seconds below).

Enter the estimated wait time threshold in seconds

Enter the maximum estimated wait time (EST) that is allowed to elapse before the chat widget is hidden from view.

Pre-Chat Form Configuration

Pre-chat forms are shown to customers when they first click the chat contact tab (i.e., the small tab that displays text such as, "Chat with us! We are online") to initiate a web chat. These forms collect data from the customer. By editing the pre-chat form properties, you can customize the fields that customers will fill in (e.g., phone number, email, reason for chat, etc.).

Properties

The following properties determine the fields and text shown on the chat widget's Pre-Chat form.

Enabled

If the Enabled checkbox is selected, the Pre-Chat form will be shown on the chat widget.

Title

Title is the unique name of the form. The title is displayed at the top of the form for customers to see.

Contact options

Chat tab and button enabled

When this checkbox is selected, the Pre-Chat form displays the Chat tab at the top of the form. Customers click the Chat tab to enter information (as specified in the fields below) before the chat interaction begins.

Chat tab and button text

Chat tab and button text is the text that will be shown on the Chat tab, if the Chat tab and button are enabled.

Phone call button enabled

When this checkbox is selected, the Pre-Chat form displays the Call tab at the top of the form and the Call button at the bottom of the form. When the customer enters information on the form and clicks the Call button, the agent accepts a chat and can call the customer's provided phone number using the Initiate call button.

Phone call button text

Phone call button text is the text that will be shown on the Call tab, if the Phone call button is enabled.

Cancel button enabled

When this checkbox is selected, the Pre-Chat form displays the Cancel button at the bottom of the form. Customers wishing to close a filled-out form may click the Cancel button.

Cancel button text

Cancel button text is the text shown on the button to cancel the chat or phone call.

Fields - common

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following form field types and labels are included:

• Label: First name
• Text: first_name
• Label: Last name
• Text: last_name
• Label: E-mail
• Text: email

For more information, see sections Working with Form Fields.

Fields - phone

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following phone field types and labels are included:

• Label: Phone
• Callback phone number: phone_number

For more information, see sections Working with Form Fields.

Fields - chat

Specify here the fields that should appear on both Chat and Phone tabs of this form; some fields are included by default - you can edit and/or delete these fields and add new ones.

The following chat field types and labels are included:

• Label: Message
• Multiline text: message

For more information, see sections Working with Form Fields.

Leave a Message Form Configuration

The Leave a Message form is given to customers who try to initiate a web chat outside of business hours or when no agents are available. The form allows customers to provide a detailed message for your contact center when they are unable to chat with an agent.

You can specify the fields that should appear on both Chat and Phone tabs of this form; note that some fields are included by default.

Properties

The following properties determine the fields and text shown on the chat widget's Leave a Message form.

Title

Title is the unique name of the form. The title is displayed at the top of the form for customers to see.

Email to send form to

This is the email address of the person that will receive the form/message.

OK button text

The OK button text is what will be shown on the button to send the form/message.

Cancel button text

Cancel button text is the text shown on the button to cancel the message.

Fields - chat

The following chat field types and labels are included:

• Name: subject
• Label: Subject
• Label: Description

For more information, see section Working with Form Fields.

1. REDIRECT 5.3:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Variables

If

The If scenario block allows branching of a scenario based on verification of some specified conditions. Multiple conditional exits (branches) can be configured in the same block.

Branches and Conditions

A branch can include one or more logical expressions (conditions), where each condition verifies one the following:

• Caller’s number
• Current date
• Current date and time
• Current time
• Day
• Dialed number
• Estimated waiting time
• Scenario variable (HOP)
• Scenario variable (number)
• Scenario variable (string)

Use the Add branch button to add a branch corresponding to the desired conditional exit. Provide a label that will identify the corresponding conditional exit in the flowchart.

Click the add condition link to define a logical expression for verification of one of the above parameters.

Multiple Conditions

Multiple conditions in a branch can be joined by either the AND (default) or OR operator.

• AND is used if all specified conditions in a branch must be met in order for the scenario to take the given branch exit.
• OR is used when it is sufficient for one of the specified conditions to be met in order for the scenario to take the given branch exit.

If necessary, add more branches as described. (Note that there is a limit of 20 branches per If block.)

The branches are tried in the order in which they are defined in the block. If none of the branches leads to a positive verification, the block that directly follows the given If block in the flowchart is executed.

Typical Uses

The following are examples of some typical uses of the If block.

Current Date and Time

The Current date and time condition is normally used to check the interaction arrival time against the Hours of Operation (HOP) specified in the associated scenario entry, as illustrated in the Scenario Example.

In addition, the current date and time condition can be used to check the current date and time against the configured calendar hours of operation (HOP) without involving an HOP variable.

Current Time

The Current Time condition can be used along with a Find Agent block to set queue limits based on the time of day. For example, the Current Time condition may be set in the If block to find an agent and set queue limits: "If 10-5 (where 10-5 refers to 10:00 am to 5:00 pm), find an agent with queue limit of 20" and/or "If 5-7 (where 5-7 refers to 5:00 pm to 7:00 pm), find an agent with queue limit of 10."

Estimated Waiting Time

The Estimated Waiting Time condition can be used to determine further processing of the interaction based on the time that the given interaction is likely to wait in the service queue before it can be delivered to an agent. (Note, however, that the estimated waiting time condition related to the Virtual Queue function is defined in the Find Agent block.)

Scenario variable (HOP)

The Scenario variable (HOP) condition can be used to check the interaction arrival time against any other HOP defined as a scenario parameter.

Hours of Operation

Hours of Operation (HOPs) are the service schedules that you define externally and then assign to services or scenario entries. For more information, see section Calendars and Administration Tutorials, section Understanding Hours of Operation (HOP).

To define HOPs, select the Hours of Operation option from the Call Center Configuration menu.

Screen Properties

The Hours of Operation screen properties are organized into two tabs: Hours of Operation tab and Associations. Screen properties for both are described as follows.

Hours of Operation tab

Name

The Name refers to the HOP name. It is mandatory and must be unique within the contact center.

Hours

Hours specifies the calendars that comprise this HOP with the hours of operation defined for each. By default (no calendars assigned), this schedule will be treated as a 24/7 operation.

To add a calendar, click add, select the calendar from the drop-down menu, and specify the operation hours for the days in that calendar. If your contact center does not operate during the days of the given calendar, select closed.

You can define a new calendar directly within calendar assignment dialog by clicking add/edit.

To remove or edit previously defined hours, hover the cursor over their names.

If your HOP contains calendars with different levels of specificity, the more specific level takes priority over the more generic one(s). The levels of specificity, from more generic to more specific, are weekly, monthly and day of Nth week, yearly, and a specific date. For example, if HOP has the calendars Mon-Fri 9 am – 7 pm, Sat 10 am – 6 pm, and Jan 1^st 11am – 5 pm defined, the associated services will be open between 11 am and 5 pm on Jan 1^st of every year regardless of what day of the week it is.

If your HOP contains any gaps (i.e., undefined days), Bright Pattern will consider the associated services to be closed during such days. For example, if you have HOP that only have the calendars Mon-Fri 9 am – 7 pm and Sat 10 am – 5 pm defined, the associated service will be considered closed on Sundays.

If your HOP contains two calendars with the same days and with different hours of operation, the resulting hours of operation for such days will be the union of two time intervals. For example, if you have an HOP with calendar Sat 9 am – 3 pm, and with calendar Sat-Sun 10 am – 5 pm, the resulting hours for Saturday in the associated services will be 9 am – 5 pm. One exception is the closed check box that overrides any open hours. For example, if you have an HOP with calendar Sat marked as “closed”, and with calendar Sat-Sun 10 am – 5 pm, Saturday will be considered “closed.”

clone

This option allows you to define a new HOP based on the currently selected one. When you click clone, a copy of the currently selected HOP is created with default name Copy of [Schedule Name]. You can change the HOP name, as well as add calendars to, remove them from, or edit their hours in, this new HOP.

Associations tab

Services

In this tab, services that use the given schedule are listed. Select a service from the list to see the service definition.

EMail

The Email scenario block sends an email, with an attachment if so configured. It can be used together with the Record block to send recorded voice messages.

For SMTP server configuration, see section Email Settings of the Contact Center Administrator Guide.

Conditional Exits

The EMail block may take the Mail not sent conditional exit, in which the message cannot be sent (if, for example, the SMTP server is down).

Settings

Title text

The name of the instance of the block (any name).

From / Display name

The display name of the email sender. A scenario variable can be specified as the value using the $(varname) format.

From / Address

The email address of the email sender. A scenario variable can be specified as the value using the $(varname) format.

To / Address(es)

The email addresses of the intended recipients. If sending to multiple email addresses, separate email addresses using a comma or a semicolon. Scenario variables can be specified as values using the $(varname) format.

To / URL of the recording to attach (optional)

The URL of the recording to attach is the full HTTP URL of the voice recording previously done by a Record scenario block. A scenario variable can be specified as the value using the $(varname) format. Typically, the Record block will store the resulting URL in a scenario variable; this variable will be used by the EMail scenario block.

(Before Bright Pattern Contact Center version 3.7.7, a combination of the Record and Email scenario blocks were used to implement recording and distribution of voicemail messages. Starting from version 3.7.7, a new scenario block, called Voicemail, was introduced to combine the aforementioned functions and support various storage and playback options specific to voicemail.)

To / Template

The language template to be used for the email (e.g., "English", "Japanese", etc.). The email's text will be displayed in the selected language.

Message / Subject

The subject line of the email. Can contain scenario variables in the $(varname) format.

Message / Format

Specify the format for email: HTML (default) or .TXT (plain text).

Message / Survey link text

The text of the survey link (if there is one; see "Survey link" below), in the same language as the template.

Message / Body

The text to be sent as a message body. It can contain scenario variables in the $(varname) format. Bright Pattern does not impose any limits on the size of the email.

Insert $()

This button allows you to insert a variable in the $(varname) format into the body of the email. Choose from the following:

• $(user.firstName)
• $(user.lastName)
• $(user.email)
• $(from.name)
• $(from.emailAddress)
• $(case.number)
• $(app.emailAddress)

Survey link

This button allows you to select a configured survey form and insert a link to it into the body of the email. Note that if your contact center has no existing survey forms, there will be no survey link to select.

To learn how to create a survey, see How to Solicit Post-Transactional Surveys via Email.

Remove <Language> Template

Clicking this button deletes any text present in the message body.

Test <Language> Template

Clicking this button sends a test email, with the specified message, to a specified email recipient.

EMail

The Email scenario block sends an email, with an attachment if so configured. It can be used together with the Record block to send recorded voice messages.

For SMTP server configuration, see section Email Settings of the Contact Center Administrator Guide.

Conditional Exits

The EMail block may take the Mail not sent conditional exit, in which the message cannot be sent (if, for example, the SMTP server is down).

Settings

Title text

The name of the instance of the block (any name).

From / Display name

The display name of the email sender. A scenario variable can be specified as the value using the $(varname) format.

From / Address

The email address of the email sender. A scenario variable can be specified as the value using the $(varname) format.

To / Address(es)

The email addresses of the intended recipients. If sending to multiple email addresses, separate email addresses using a comma or a semicolon. Scenario variables can be specified as values using the $(varname) format.

To / URL of the recording to attach (optional)

The URL of the recording to attach is the full HTTP URL of the voice recording previously done by a Record scenario block. A scenario variable can be specified as the value using the $(varname) format. Typically, the Record block will store the resulting URL in a scenario variable; this variable will be used by the EMail scenario block.

(Before Bright Pattern Contact Center version 3.7.7, a combination of the Record and Email scenario blocks were used to implement recording and distribution of voicemail messages. Starting from version 3.7.7, a new scenario block, called Voicemail, was introduced to combine the aforementioned functions and support various storage and playback options specific to voicemail.)

To / Template

The language template to be used for the email (e.g., "English", "Japanese", etc.). The email's text will be displayed in the selected language.

Message / Subject

The subject line of the email. Can contain scenario variables in the $(varname) format.

Message / Format

Specify the format for email: HTML (default) or .TXT (plain text).

Message / Survey link text

The text of the survey link (if there is one; see "Survey link" below), in the same language as the template.

Message / Body

The text to be sent as a message body. It can contain scenario variables in the $(varname) format. Bright Pattern does not impose any limits on the size of the email.

Insert $()

This button allows you to insert a variable in the $(varname) format into the body of the email. Choose from the following:

• $(user.firstName)
• $(user.lastName)
• $(user.email)
• $(from.name)
• $(from.emailAddress)
• $(case.number)
• $(app.emailAddress)

Survey link

This button allows you to select a configured survey form and insert a link to it into the body of the email. Note that if your contact center has no existing survey forms, there will be no survey link to select.

To learn how to create a survey, see How to Solicit Post-Transactional Surveys via Email.

Remove <Language> Template

Clicking this button deletes any text present in the message body.

Test <Language> Template

Clicking this button sends a test email, with the specified message, to a specified email recipient.

1. REDIRECT 5.3:Scenario-builder-reference-guide/ScenarioBlocks/FindAgent

1. REDIRECT 5.3:Scenario-builder-reference-guide/Exercises/HowtoCreateaBasicScenario