Chat link to mail to customer

[Scottyjohn]

Hi all,
I am looking at the chat sample widget which has a clickable button to launch the chat window for delivery of a chat to an IWS agent.  So I can see how that link could be used to launch a chat, but is there any way to customise that link to target a specific agent?  I am also interested how to get the "time on page" metrics back to the Web API server for use in routing?

Any help would be much appreciated

[Kubig]

In case, where you need own button for accept chat, you have to develop own IWS module with it. I do not understand what do you exactly mean with this:

[quote author=Scottyjohn link=topic=7859.msg34256#msg34256 date=1371459016]
I am also interested how to get the "time on page" metrics back to the Web API server for use in routing?
[/quote]

Could you explain your needs for clearly understand?

[Scottyjohn]

Hi Kubig,
I am looking at being able to send a link to a chat to a customer via email, and when they click the link, the chat will attempt to target the specific agent who sent the link.

On the other point, I have seen other chat solutions where the agent's desktop shows stats about how long the customer was on the web page before they clicked the chat button, and I was wondering how this could be achieved and displayed on the agent's IWS screen?  So how to get that information back from the web page, and then how to display that in IWS?

[Kubig]

You do not understand how far Genesys can have depends. You cannot monitor time, how long is customer on web within Genesys without any data from external system (Web Application Server). Only if you thought the "Co-browse" component, but that is other story :-)
At first point, it is question and quest for your webdevelopers which have implemented web part and Genesys library for chat. They can attach some data as KVP(Attach data) and sent him to the WebAPI -> Chat -> etc. May be there are more ways how to achieve it, but that seems easily and quickly. In generally, is this answer, answer to your second question too, because through this way you can attach the customer time on web for example.

[bublepaw]

Hi,

For monitoring time spent on page You would need new Genesys Solution which monitors customer behaviour on web page called "Web Engagement". This component provides much more and probably would be an overkill for just displaying time.

As for chat widget it is easy - You have to modify chat widget to read one more additional parameter from URL (agent name). If You use WebApi Samples for Net modification needs to be done in:

ChatPanel.aspx - small modification to send agent name read from URL by ChatPanel.aspx.cs to ChatCommand.aspx
ChatPanel.aspx.cs - small modification to read agent name from URL
ChatCommand.aspx.cs - small modification to add agent name in attached data submitted with chat

and of course You need to write You strategy so it takes attached data with agent name and targets specific agent.

[Scottyjohn]

Hmm,
In the chat samples I have there are the following files:

htmlchatcommand.jsp
htmlchatframeset.jsp
htmlchatpanel.jsp

So my question would be, what would the syntax of the URL be for passing a username in ?
And also, how would that look in the jsp files to make the changes you mention?

[cavagnaro]

Easiest way would be to attach a KVP with the agent ID
Strategy catches this KVP and routes to it, as stated by Kubig

Read the docs man, the code, try to understand it. If there is some point of the code you don't understand post it here so we can help, but won't do your job

[Scottyjohn]

I have been a certified Genesys engineer since 2004, but this is the first time Ive had to deal with multimedia, and I have waded in and deployed chat etc, by "reading the docs" as you suggest I do Cav, but there are huge holes in the documentation, which I can only assume mean that you have to have a background knowledge of Apache / Tomcat / web design, which I have a very basic understanding of.
I totally understand the concept of passing in the KVP and I can write the routing strategy to pick that up without any issues, as thats within my area of expertise, but its getting the data through the Tomcat server that Im finding difficult.  Hence the reason why I was asking for help, on what is usually a helpful forum.

All my time in tech, I have never took the time to go on a help forum and respond to someones request with RTFM!  I dont understand why bother responding at all if all you want to do is accuse me of not being able to do my job?

Ill re-post this in a more helpful Tomcat / Java forum and get my answers there, thanks for your time.

[cavagnaro]

Tomcat/Java has nothing to do...
Check the samples source code, you will see that they have Samples about attaching KVP with the JSP code. That is mentioned on the WebAPI that is what you need.
Forget Tomcat, it is deployed and working.
Now you have a webpage and you want to use a Genesys function on it.
You will see the JSP page imports a Genesys Class, use that ones.
In the samples they attach name, email, subjetc, etc. Just follow that line and create a AGENT variable and attach it to the JSP

[René]

Hi scottyjohn,

Let me know if you need help with Chat JSPs customisation

R.