Live Chat Configuration

Logic Tree:

Campaign [Client_Name] Ivinex

               Skill IVN PRESET Chat > Disposition (add on Post Contact tab of Skill, create from ACD menu)

               Skill > Users (add on Users tab of Skill, create from Admin menu)

               Skill > Point of Contact IVN PRESET Chat (add on Admin Menu, select skill as default skill for Point of Contact) > Script*
               
               Script Schedules > Scripts (assign script, schedule and recurrence)

               Hours of Operation > Skill (Each Skill can only exist in one operating hours object at a time)

               Chat Profiles > Point of Contact (add on Point of Contact tab of Chat Profiles, create from ACD menu)

 Skill Settings: Media_Type->Chat, Skill_Name->IVN PRESET Chat, Status->Active, Inbound/Outbound->Inbound, Campaign->Ivinex, Re-Skill_Hours_of_Operation_Profile->none, Workforce_Intelligence_Minimum_Agents->Not set, Workforce_Intelligence_Minimum_Available_Agents->Not set, Show_Agent_Typing_indicator->True, Show_Patron_Typing_Preview->True, Chat_Warning_Threshold->0, Use_Screen_Pops->No, Initial_Priority->15, Acceleration->1, Maximum_Priority->1000, Service_Level_Threshold->60 Seconds, Service_Level_Goal->90%, Enable_Short_Abandon_Threshold->No

Post Contact Settings: Thank_You_Page->Display_Thank_You_Page, Make_transcript_available->checked, From_Email_Address->support@[Client_Domain], Pop_URL-at_en_of_chat->unchecked, Post_Contact_Setup->Disposition, State->After_Call_Work, Allow_Additional_Dispositions->checked

*Assign dispositions according to the client’s needs. See the BRD.

Disposition Settings: Disposition_Name->[Friendly_Status_Name], Classification->None, *All boxes unchecked.

*Use common sense on the name; it has to be the status of the call: Cancelled, Interested, No Answer.

Users: Add users to the object as appropriate. For straight API integrations, you may only need to add an Ivinex API user. Consult with an engineer.

Point of Contact Settings: Point_of_Contact_ID->[System_Generated], Media_Type->Chat, Name->IVN PRESET Chat, Point_of_Contact->[baseURL ending /chatclient/chatclients.asp? from Chat Profiles], Campaign->Ivinex, Skill->IVN PRESET Chat, Script->[Client_Folder\Client_Chat_Script], Status->Active, IVR_Reporting_Enabled->No, Chat_Profile->IVN_Chat_v2, Interface_Type->V2(HTML5)

Link to XML Scripts: Click Here 

Test your implementation to be certain that it works!!

**Always Assign the appropriate Skill variable to your ReqAgent Objects as displayed below in Studio Editor.

*Scripts are created / managed in the inContact Studio software (instructions above).
Chat V2