From Bright Pattern Documentation
Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Contact Center Administrator Guide
Chat
To create or edit chat scenarios, select Chat option from the Scenarios menu. This covers Zendesk live chat as well as Salesforce.com chat integrations.
You can use the right pane of the Scenarios > Chat view to manage associations of chat scenarios with web pages, i.e., to create and edit chat scenario entries.
The Chat screen properties are described in the following table:
| Scenario Entries tab | |
|---|---|
| List of mobile/web scenario entries | Lists the mobile/web scenario entries where the selected scenario is used. |
| Mobile/web scenario entry properties | Properties of the mobile/web scenario entry selected in the list above. For description of these properties, see section Scenario Entries - Mobile and Web.
You can edit these properties, or define a new entry for the selected scenario in this view. |
| Associations tab | |
| List of associations | Lists all contact resources that are referred to in this scenario, such as skills and services. This may be useful, for example, when you use the same scenarios in several separate environments (e.g., development, testing, and production). |
Chat Scenario Templates
The following scenario example (template) is available to support development of chat scenarios:
| Template name | Description |
|---|---|
| Web/Mobile Chat | This scenario can be adjusted to be used for either web or mobile chats. It starts when a customer requests a chat conversation with a contact center. It requests customer data via a web form, and connects a qualified agent. At the end of the chat session, if offers a survey form to the customer, and sends him the transcript. |