Set Up Digital Experience Live Chat

You can configure one or more Live Chat Agents and contacts interact on a real-time basis. channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. 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.

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 channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. in the list and click Basics.

7. Configure the basic settings for your Live Chat channel.

   Learn more about fields in this step

   Field	Details
   Customer can send transcript	Select if you want contacts to have the option to send themselves the chat transcript. When the case is closed, the chat displays an option for the contact to enter the email address where they want the transcript sent.
   Turn On the audio notification.	Select if you want Digital Experience to play a sound when a message is received.
   Store customer's path through web-page	Select if you want Digital Experience to store the contact's browsing history through the website. This can help agents resolve cases.
   Agent can see preview of customer messages	Select if you want agents using this channel to be able to see what the contact is typing before the message is sent. This feature is not compliant with PCI or HIPAA. Automatic translation does not work with this feature turned on.
   Hide Live Chat widget when no agent is available	Select if you want the Live Chat widget hidden during times when there aren't any agents in the Live Chat routing queue Determine which agents to route digital cases to, using criteria such as the agent having expertise in that type of case. available to handle cases. This is not relevant if you are setting up live chat for the first time after the 24-1 release.
   Display contact us form when we are offline	Select a form option if you want Digital Experience to display a Contact Us form when all agents are offline. You can use the Default offline form, or create a Custom form. If you select Custom, use the Please put the HTML code for your offline form text area to create your offline form. This is not relevant if you are setting up live chat for the first time after the 24-1 release.
   Please put the HTML code for your offline form (only applies if Custom contact form is selected)	Enter the HTML code for the form you want Digital Experience to display when all agents are offline. You must select Custom from the Display contact us form when we are offline option. This is not relevant if you are setting up live chat for the first time after the 24-1 release.
   Email account to send emails (transcript and offline form) behalf of	Used to send transcripts and to receive emails from the offline form. The drop-down contains all email addresses you have connected to the platform.

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 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 channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. 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 channel Various voice and digital communication mediums that facilitate customer interactions in a contact center. 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 Mpower 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 Mpower 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 agents An agent who handles digital interactions, such as those on email, chat, social, messaging, and SMS channels. . Agents using 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 digital 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.

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.

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   Learn more about channel permissions

   Depending on how Digital Experience is configured, some permissions may not be available.

   Permission	Details
   Reply	When selected, users can write replies that are published Posting directly to a social media wall, feed, or account. on behalf of the channel. Users without this permission can write drafts of messages. The drafts must be approved before they can be sent or published.
   Deleting from original platform	When selected, users can delete a message or post A social media thread stems from one original post. A post can result in multiple threads from various contacts. from its original platform (for example, from Facebook or Twitter).
   Hide from original platform	When selected, users can hide a message or post on its original platform (for example, Facebook or Twitter).
   Can approve	When selected, users can approve drafts of replies written by other users.
   Ability to assign/re-assign	When selected, users can assign or re-assign any conversation to themselves or other users.
   Ability to unassign	When selected, users can unassign a conversation from themselves or other users.

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

Configure Routing and Queues

You need to define how Digital Experience routes messages that come in through this channel Various voice and digital communication mediums that facilitate customer interactions in a contact center.. You can modify the filters for existing routing queues Determine which agents to route digital cases to, using criteria such as the agent having expertise in that type of case. to also route for this channel.  Routing queues in Digital Experience are similar to skills 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.
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Create a Digital Skill

Required permissions: Skills Create and Skills Edit

Agents using 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.

If your agents use SFA Classic, do not select the Accept/Reject option in this setup. This feature is not currently supported for digital channels and attempting to enable it will result in the contact being automatically refused.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click Create New > Single Skill.

4. Set the Media Type to Digital. Digital 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.

   Learn more about fields in this step

   Field	Details
   Agentless	Don't select for agent dialing. When this is selected, Workforce Intelligence Minimum Agents and Workforce Intelligence Minimum Available Agents are not available.
   Sub-Skill	Allows you to add a sub-skill to a skill. This lets you apply additional filters to match a skill if you use digital routing queues for contact skill assignment. However, using Studio scripts is the recommended method to manage contacts and assign skills. Sub-skill is not compatible with Studio, so it's not recommended to be used.

10. If you want to use screen pops A pop-up window with information about the contact that appears on an agent's screen after an event such as connecting to a contact. for this skill, use the  action in Studio. This capability is only supported for the 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.

    • 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: 

        • Per Case: The agent who most recently handled an interaction linked to the customer case.
        • Per Customer: The agent who most recently worked on the interaction with the contact The person interacting with an agent, IVR, or bot in your contact center..

      • 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 ACW 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.

    • Least Occupied: Contacts route to the agents with the lowest number of active contacts and who have not already met their total contact limit. This option helps to evenly distribute contacts among your agents.

    • Most Occupied: Contacts route to the agents with the highest number of active contacts and who have not already met their total contact limit. This option helps to maximize agent effectiveness.

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.

    Learn more about fields in this step

    Field	Details
    Service Level Threshold	The number of seconds agents have to respond to meet an SLA Commitment between service provider and customer with defined service level thresholds including quality, availability, and responsibilities.. For example, if your SLA for this skill is to respond to 80% of contacts within 20 seconds, enter a value of 20.
    Service Level Goal	The percentage of contacts agents must respond to by the Service Level Threshold to meet the SLA. For example, if the SLA for this skill is to respond to 80% of contacts within 20 seconds, enter a value of 80

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.

    Learn more about fields in this step

    Field	Details
    Enabled	Check the box to make the timer appear in the agent console. Clear the box to hide it.
    Agent First Response	Enter how long you want to set the timer for. The countdown timer starts when a contact is assigned to the agent. The countdown ends when the agent sends the first message.
    Follow on Response	Enter how long you want to set the timer for. The countdown timer starts again when a customer responds to the agent. It ends when the agent sends a reply.

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.

    Learn more about fields in this step

    Field	Details
    Enabled	Check the box to unassign contacts when the timer expires. Clear the box to have no idle time limit.
    Customer Idle Time	The countdown timer starts when the agent sends the first message to the customer. The contact will automatically unassign the contact from the agent when the timer expires.
    Time Extension	Check the box to let an agent give the customer more time to respond. This enables a button the agent can click to reset the customer idle timer.

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 ACD> Digital > Points of Contact Digital.

1. Click the app selector and select ACD.

2. Go to Digital > 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 channel Various voice and digital communication mediums that facilitate customer interactions in a contact center., 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.

You must save your html files on a live testing or production environment. You cannot use local html. For example, if you use local html, the chat interface appears differently than how it displays in the preview on the Initialization and Test page.

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.