Set Up Digital First Omnichannel 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 DFO > 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.

  1. Click the app selector and select ACD.
  2. Go to DFO > 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 First Omnichannel 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 > DFO > 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. .

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.

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

We recommend creating 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 routing queues, but in the future queue creation will be 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 ACD DFO > Points of Contact Digital.

You need to define how Digital First Omnichannel 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 First Omnichannel 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 DFO > 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

  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 First Omnichannel. skills will always be Inbound.
  5. Enter a Skill Name and select the Campaign you want the skill to be part of.
  6. 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 in Agent
  7. To require agents to manually accept or reject interactions for this skill, select the Accept / Reject checkbox. This capability is only supported in Agent. This skill setting is related to a feature in controlled release (CR). If you are not part of the CR group and would like more information, contact your CXone Account Representative.
  8. 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.

  9. 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.

  10. If you want to test how contacts in this skill change in priority over time compared to other skills, use the Priority Comparison tool. You can also do this later.
    1. In the Skills to Compare section, click +.

    2. Add Available skills until all skills you want to compare are in the Selected list. You don't need to add the skill you are currently editing; it appears in the graph automatically.

    3. Click Done.
    4. Use the Elapsed Time and Time Interval fields to define the period of time you want the graph to cover and the time intervalClosed A period between points, limits, or events, such as dates or times you want to mark a new point on the graph.

    5. Click Compare.

  11. Click Create.

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 ACD DFO > 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.

  1. Click the app selector and select ACD.
  2. Go to DFO > 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, copy the JavaScript code from the page and have your website administrator add it to the header of all pages where you want the chat widget to appear.
  9. 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 and filters, and the roles and permissions of the test agent.