Set Up Digital Experience Live Chat

You can configure one or more Live ChatClosed Agents and contacts interact on a real-time basis channelsClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to meet your organization's needs. For example, you might want separate Live Chat channels for sales and service. Or, you might want a separate Live Chat channel for each language supported by your contact center.

After you add a Live Chat channel and configure its routing and permissions, you can customize it.

Complete each of these tasks in the order given.

Add a Live Chat Channel

  1. Click the app selector and select ACD.
  2. Go to Digital > Points of Contact Digital.

  3. Click Chat.
  4. Click Create Live Chat Channel.
  5. Enter a Channel name and click Create.
  6. Locate your new Live Chat channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. in the list and click Basics.
  7. Configure the basic settings for your Live Chat channel.

  8. Click Save.

Configure Group Chat

You can enable group chat to allow the option of inviting more people to an ongoing chat. You can enable this capability for agents, customers, or both. In a group chat, all chat participants will see a status message inside the chat when new members join, leave, or transfer the chat. If you don't see this option in the chat Basics settings, it might not be enabled for your system. Contact your CXone Account Representative for more information.

  1. Click the app selector and select ACD.
  2. Go to Digital > Points of Contact Digital.

  3. Click Chat.
  4. Find the chat messaging channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. you want to modify and click Basics.
  5. Select Allow Group chat. Select Agent can invite, Customer can invite, or both.
  6. Select an Email account to send invitation emails from the drop-down. You can choose from any of your email channels.
  7. Enter the text for the email invitation. Be sure to include the URL of the landing page. This is required to save the form.
  8. Enter the link to include in the email invitation. This is the link that will connect to the ongoing chat.
  9. Click Save.

Configure Permissions

You need to add this channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on. to each role that will use the channel. When you add a channel to a role, you need to configure permissions. These determine what users assigned to the role can do when interacting with the channel.

You can add this channel to existing roles or create a role in the CXone Admin application specifically for this channel. Digital Experience users can only have one role.

If you create a new role for this channel, be sure to include any necessary permissions from the Digital Engagement list on the Permissions tab in the CXone Admin application. When you save the new role, it appears in the ACD > Digital > Roles list, where you can add channels and permissions, as well as assign the role to digital agentsClosed An agent who handles digital interactions, such as those on email, chat, social, messaging, and SMS channels. . Agents using CXone Agent need to have the Digital Engagement attribute enabled and be assigned to a digital skill to handle digital interactions. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them.Agents either need the Digital Engagement attribute enabled or a digital skill assigned to them to handle digitalClosed Any channel, contact, or skill associated with Digital Experience. interactions. However, if you want agents to be able to use other features like searching posts, cases, or messages, you must enable the corresponding permissions.

Be sure to add the Reply permission for all roles that need to interact with contactsClosed The person interacting with an agent, IVR, or bot in your contact center.. Without this permission, users with the role can't reply to interactions. In addition to this permission, you must also enable the Skills View permission in the Admin application to allow agents reply to messages.

  1. Click the app selector and select ACD.
  2. Go to Digital > Roles.

  3. Click the Edit icon for the role you want to use.
  4. In the Channels section, locate the channel you want to configure permissions for and click Edit permissions.
  5. Select the checkboxes in the channel's row for each permission you want to add to the selected role.

  6. Click Save. Continue adding permissions for other channels, as needed.

Configure Routing and Queues

You must create new digital skills in ACD. Using digital scripts is the recommended method for routing digital contacts. It's easier to build and troubleshoot the routing workflow using the visual interface of a Studio script. With routing queues, it can be a challenge to keep track of the many rules required to route contacts. You can also use Workflow Automation to create rules that work with digital skills.

You can still use these steps to configure existing routing queues, but queue creation has completely migrated to ACD skills.

You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDigital > Points of Contact Digital.

You need to define how Digital Experience routes messages that come in through this channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on.. You can modify the filters for existing routing queuesClosed The system uses routing queues to determine which agents to route cases to. Your system administrator creates routing queues so that certain cases are routed to agents with expertise in that type of case. to also route for this channel.  Routing queues in Digital Experience are similar to skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge in ACD.

  1. Click the app selector and select ACD.
  2. Go to Digital > Routing Queues.

  3. In the table, locate the routing queue you want to work on and click Filters.
  4. Locate the filter you want to use and click Conditions. You can also add a new filter.
  5. Click Add condition.
  6. Use the drop-down to select Included channels rule, then click Create condition for selected type.
  7. Click Add for each channel you want in the routing queue. Review the Selected Channels section when you're done, then click Back. Changes are saved automatically.

Create a Digital Skill

Required permissions: Skills Create and Skills Edit

Agents using CXone Agent need to have the Digital Engagement attribute enabled and be assigned to a digital skill to handle digital interactions. Agents using MAX can handle digital interactions if they have either the Digital Engagement attribute or a digital skill assigned to them.

The name of a skill should be meaningful. It's helpful to be consistent when naming skills. Decide on a standard format for skill names that works for your organization.

A skill name must have a minimum of 2 characters and a maximum of 30. Skill names may only contain letters, numbers, and these special characters:

  • Hyphens (-)
  • Underscores (_)
  • Periods (.)
  • Colons (:)
  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click Create New > Single Skill.

  4. Set the Media Type to Digital. DigitalClosed Any channel, contact, or skill associated with Digital Experience. skills will always be Inbound unless you are using Personal Connection or BYOC.
  5. Enter a Skill Name.
  6. Select the Campaign you want the skill to be part of.
  7. To use rich content in your outbound message, select a Message Template.
  8. To add a sub-skill to this skill, select the checkbox. This only applies if you use digital routing queues for contact skill assignment. This is not the recommended routing method. Using Studio scripts is the recommended method to manage contacts and assign skills.
  9. Configure the remaining optional fields in the Skill Information section as needed.

  10. If you want to use screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, use the POPURL action in Studio. This capability is only supported for the CXone Agent suite.
  11. If your organization uses dynamic delivery, use the Routing Configuration section to customize the routing experience for this skill. To do so, select an Evaluation Criteria and configure any related settings.

    Content in this section is for a product or feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.

    • Skill Proficiency: This is the default setting. Routing decisions prioritize the agent with the highest configured proficiency level for the skill.

    • Preferred Agent: Routing decisions prioritize the agent who last handled the same case or contact. If you select this option, you must configure these settings: 

      • Focus Metric: Specifies which agent is the preferred agent. Choose between: 

      • Focus Lock: Specifies what happens when the preferred agent is unavailable. Choose between:

        • When Offline: The interaction waits in queue until the preferred agent becomes available or the Fallback Time is exceeded. When the Fallback Time is exceeded, the interaction routes to another agent based on skill proficiency. The receiving agent becomes the new preferred agent for the case or contact.

        • When Available: An agent may be in an available state, but still not be immediately available. For example, they may have an available status, but be handling ACWClosed State that allows an agent to complete work requirements after finishing an interaction, responding to a message from another contact, or otherwise busy. In this case, you must also configure Fallback Time to determine how long to wait for the preferred agent. When the Fallback Time is exceeded, the interaction routes to another agent based on skill proficiency. The receiving agent becomes the new preferred agent for the case or contact.

      • Fallback Time: The number of seconds to wait for the preferred agent to become available. For example, if you enter 900 seconds, the system will wait 15 minutes before routing the contact to another agent. If you choose to use Preferred Agent to route contacts, you must enter a value between 1 and 5,256,000. If you leave this field blank, you receive an error message.

      Any interaction that enters the queue without an applicable contact or interaction history routes to an available agent based on skill proficiency.

  12. If you want to change the default service level settings for this skill, modify the fields in the Service Level section. This only appears if you are configuring an Inbound skill.

  13. To require agents to manually accept or reject interactions for this skill, select the Accept / Reject checkbox. If an agent rejects an interaction, it returns to the queue.
  14. To enable a countdown timer for agent responses, go to Agent Response section. This capability is only supported in Agent. You can also do this later.

  15. To unassign contacts after a timer expires, go to the Customer Response section. This capability is only supported in Agent. You can also do this later.

  16. Click Create. Complete additional configurations to customize or manage your skills.

Configure Default Skill and Studio Script

You need to select a default Studio script and a default skill for each channel you create. To configure this for existing channels go to ACDDigital > Points of Contact Digital.

  1. Click the app selector and select ACD.

  2. Go to DFO > Points of Contact Digital.

  3. Select the channel you would like to configure and click Edit.

  4. Select a Studio script from the drop-down.

  5. Select a default skill from the drop-down.

  6. Click Save.

Enable and Test a Live Chat Channel

After you have set up and customized your chat channelClosed A way for contacts to interact with agents or bots. A channel can be voice, email, chat, social media, and so on., you need to enable it. To enable the channel, you need to copy a JavaScript code to the pages on your website where you want the chat widget to appear.

If you're using digital chat for the first time, you must use Guide to customize and design the appearance of a chat channel.

  1. Click the app selector and select ACD.
  2. Go to Digital > Points of Contact Digital.

  3. Click Chat.

  4. Locate the channel you need to enable.
  5. Click Initialization & Test.

  6. Click the chat bubble that appears in the lower right corner of the page and test the chat function.
  7. Make changes to the chat configuration as needed.
  8. When the chat works as expected, click Go back to settings to return to the Points of Contact Digital page.
  9. Under Your Channels, click Website Script.
  10. Copy the JavaScript from the page and have your website administrator add it to the header of all pages where you want the chat widget to appear.
  11. From your webpage, send some test messages using the chat widget. If the chat channel doesn't work as you expect, verify the routing queues or skills, and the roles and permissions of the test agent.