Derivation to Call Center
Element name: Derivation to Call Center
Category: Call Center
Description: Transfer to a call center agent according to the configured chat engine and channel type
Funcionality: Enables call transfer through a chat engine from a client to an agent queue. Can be self-managed through the Lynn Administrator platform.
Configuration fields Derivation to Call Center
[Name]: Unique configuration box descriptor for identification purposes within the flow.
General subset
[The chat engine to use] defines the type of engine to manage in transfer, this will depend on the type of scheme.
Modes
- Pure Cloud: Integrations with Genesys Cloud, OAuth client from widget.Here
- Cloud Open Messaging: Integrations with Genesys Cloud Open API (Asynchronous)Here
- Pure Engage: Integrations with Genesys Engage, GMS connections. See more configuration details. Here
- Pure Connect: Integrations with Genesys Connect, API connections. Here
- Lynn: Integrations focused on Kyubo Chat Service. Here
[Enable context transfer] Allows selecting whether the customer's conversation history and context that occurred before being transferred to the queue will be sent to the agent. This also includes the display of messages from channel context.
[Enabling sentiment analysis]: In this field, you can select whether customer dialogues will be evaluated by the cognitive context (if it has been enabled). This applies to each of the dialogues that the customer sends. It is limited by the sentiment analysis tool, so if you do not have NLU in Lynn, do not enable this feature.
[Number of historical days to display] After logging out, the chat history will be displayed according to the selected number of days, ranging from 1 to 7 days maximum. It also includes the option to only display the interactions made at the same time.
Important ❕: The amount of historical days to display has a limit of 100 dialogs in Lynn. Other chat engines may have their own policies or limitations on the number of messages displayed based on their capabilities or policies.
[A list to remove HTML tags when Lynn generates a dialogue report in Elasticsearch] When the dialogue design is created in HTML format, and it is displayed on a channel that does not support this encoding. It is possible in this box to remove the tag(s) that are displayed so that the agent does not read "dummy text" in the customer's history.
--Example 1: Dialogue configuration:
'Through our Customer Service forms, enter here
<br>
` `👉 https://www.xxxxx.cl/prueba/formulario-de-sugerencias-felicitaciones <br/> to properly manage your request.'
from,
Result 1: The channel support HTML
Through our Customer Service forms, enter here
👉https://www.xxxxx.cl/prueba/formulario-de-sugerencias-felicitaciones
` ` to properly manage your request.
Result 2: The channel does not support HTML
Through our Customer Service forms, enter here
<br>
` `👉 https://www.xxxxx.cl/prueba/formulario-de-sugerencias-felicitaciones <br/> to properly manage your request.
The enabled box allows you to insert the list of tags to be removed:
` `<br>
` `<br/>
The result be displayed as:
Through our Customer Service forms, enter here
` `👉 https://www.xxxxx.cl/prueba/formulario-de-sugerencias-felicitaciones to properly manage your request.
[Dynamic Queue Entity.] This entity allows transferring to dynamically provided queues in the flow. Keep in mind that your integration must have the feature of differentiated and coupled queue to manage the queues dynamically provided by that entity. If this entity is not provided, the one explicitly provided in the chat engine configuration will be considered.
[Customer Name provided dynamically]: You must select the entity (default by Lynn or created manually) where you will save the name of the customer that will be shown to the executive when making the connection in the interaction.
Important!: If omitted, the configured default SessionByCriteria will be used.
[Conversation ID] Either a default entity by Lynn or a user-created entity must be selected, which will contain the ID that uniquely identifies this entity from the conversation.
[Block messages containing URLs sent by the executive] You must select whether or not to block the URL of a message sent from an executive, which cannot be delivered or viewed by the client.
[Mask URLs contained in messages sent by the executive] You must select whether, when the executive sends a message and it contains a URL, it will be masked or not with some text that can be configured later.
[Message to indicate to the executive that the URL was blocked] If the blocking of messages containing URLs is enabled, this option will be used to insert the message that will indicate this blocking to the executive.
Example:
“This message cannot be sent for security as it contains an unapproved URL”
[Block Messages Containing URLs sent by the client] You must select whether or not to block the URL of a message sent from a client, which cannot be delivered or viewed by the executive. QUEDE AQUI OPENAI: [Mask URLs contained in messages sent by the client] It must be selected whether, at the moment when the client sends a message containing a URL, it will be masked or not with some text that can be configured later..
[Message to tell the client that the URL was blocked] If blocking messages containing URLs is activated, this option will serve to insert the message that will inform the client of this block
Example:
“For security reasons this message has been blocked”
[Text to be used to mask the url] The text that will replace the URL to be masked is specified. The rest of the message is not modified, so it will be displayed unchanged. This applies to the options “Mask URLs contained in messages sent by the customer” and “Mask URLs contained in messages sent by the agent”.
If both options to mask URLs from the client and the executive are enabled and both options have blocked the URLs, the masked message will still be displayed.
Example: Value -> URL MASK
--Example:
Dear Client, I invite you to update your information in the following site: www.test.cl/actualiza
--Result:
Dear Client, I invite you to update your information in the following site: URL OCULTA
[Calculates the position in the queue of the interactions and emits an event with that information]
This configuration allows Lynn to calculate the queue position and generate an event that returns the context of said position.
For its operation, it must be taken into account that the destination queue is controlled by Lynn and only being used by one application.
Note that asynchronous transactions are not subject to this measurement, which may result in unexpected results..
Entities associated with mail integrations section (En construcción)
[Entity that stores the mail sender]
[Entity that stores users in copy]
[Entity that stores users in blind copy]
[Entity that stores the body of the mail]
[Entity that stores the subject of the email]
[Entity storing attachments]
[Boolean entity that determines unread mail, or send message]
Subset environment of Nexmo to support video
The following configurations must be generated in the Vonage environment by creating an account at the following address: https://tokbox.com/account/user/signup
It allows incorporating video activation or channel in chat transactions, sending a room connection URL to both conversation participants.
[API key nexmo TokBox] corresponds to the API key that is defined in the Video Vonage Open Tok environment.
[Api secret nexmo TokBox] corresponds to the secret api defined in the Video Vonage Open Tok environment.
Subset Queue Timeout
This functionality allows the activation of an intent during the waiting time in the queue, making it possible to create an overflow flow with confirmation of abandoning the queue.
[Queue waiting time] In this section, you must enter the value of the timeout which will correspond in seconds.
Example: 120; will correspond to 120 seconds
[Callback intent] When the waiting time in the queue has expired and the callback confirmation is not selected, the intention that is configured in this box will be executed.
[Callback Confirmation] Enables the callback query associated with the commit entity. Its values can be Yes/No.
[Confirmation entity. (It will only be applied when confirmation is required to execute the operation)]. This box can be used to configure the List type entity that will contain the menu options for call back.
Example:
“oops! Right now our executives are busy”
Value 1 Call back
Value 2 keep waiting in queue
[Menu option that keeps you in the queue when canceling the callback action. (It will only be applied when confirmation is required to execute the operation)] When displaying the call back confirmation menu, you must select the option that will keep the customer in queue:
Example:
“keep waiting in queue”
[Message to display in case the customer chooses to cancel the callback option and stay in the queue] In this section, you should enter the message that will be displayed when the maximum queue wait time is exceeded and the customer does not want a callback.
--Example:
“The waiting time is longer than usual, we will assist you soon.”
Subset working hours
This allows the configuration of a work schedule range for the forwarding, Lynn will limit the forwarding to this time range and execute the configured Out of Hours intent if the configured range is not considered as working hours.
To configure the time ranges, it must be specified by weekday:
Whether this day will be interpreted as a working day (Yes/No). Configure a working hour range, with the start time being the beginning of the service hours and the end time being the end of the service hours of the work queue. A message to display if the service is out of hours. This configuration must be repeated for each day. In case your service is 24/7, you can leave the time range from 00:00 to 11:59. It is recommended, in any case, to incorporate an out-of-hours message for each day, even if you do not implement the time range in its entirety.
[Intention to execute in case of being outside working hours]
If the interaction to be routed does not meet the schedule validation, the associated intention will be executed.
Particular configurations according to chat engine
This can only be displayed when selecting a specific chat engine associated with that configuration.
Section related to the PURE CLOUD chat service (Genesys Cloud)
[Select the connection to use]: Dropdown list that will display connections to previously created chat engines. In the connections list, you can see visually whether they are connected or not through a visual identifier. To learn more about this functionality, check the General Connection Manager..
[An expression to indicate transfer to group message]. This text box allows you to enter the message that the client will see when transferring to the executive.
Example: Transfer is being made to TEST queue
[Chat Client ID] Unique chat configuration ID obtained from Genesys Cloud. If you selected a previously created connection, this field will already have the required information.
Example:
0ba3dec3-aebc-4933-9580-469c080cxxxx
[Chat service password] Configuration password for chat obtained from Genesys Cloud. For security reasons, even if a connection has been previously selected, you must enter the password again.
Example:
fquLwzHtKpc5ozsH16GlWT_4kZ6KBnLzAkCtYvbxxxx
[Chat Service Deployment] Deployment service name obtained from Genesys Cloud. If you selected a previously created connection, this field will already have the list of services associated with the configured connection.
Example:
5d2798bf-3c89-4c8b-b72f-d84e256xxxx
[chat queue service] Service queue name obtained from Genesys Cloud. If you selected a previously created connection, this field will already have the list of service queues associated with the configured connection.
[Organization Region] The selection of the region provided by your Pure Cloud provider must be performed. Choosing a region different from the one assigned will prevent agents from logging in.
[An expression to indicate the agent connection message] An expression is inserted, which can include variable entities, allowing for more information and transparency in agent handling.
Example:
if(ChatAgentName != 'AGENT')
{
` `return 'From this moment you are online with ' +ChatAgentName+ ' who will meet your requirements.';
}
else
{
` `return '';
}
The result be displayed as: From this moment you are online with Luis Arevalo who will meet your requirements.
[An expression to tell the agent that their file was sent] An expression can be inserted to indicate to the agent the successful sending of a file to the executive.
Example:
“The file has been sent to the client”
[Restart idle time when agent writes] You must select whether or not to restart the inactivity timer when the agent resumes responding to a chat.
[An expression to define the idle timeout in seconds to send a warning message] The number of seconds to send an inactivity message is indicated
Example: 120
This will correspond to 120 seconds, that is, 2 minutes
[An expression to define the idle timeout warning message]Allows entering a message that will warn the agent about the previously defined inactivity time.
[An expression to define the idle timeout in seconds to close the chat] The number of seconds where the chat has passed and your interaction will be closed due to inactivity is indicated
Example:100
This will correspond to 100 seconds, that is, 1 minutes 40 seconds.
[An expression to define the idle timeout closing message] This allows entering a message that will indicate to the agent the closure of the chat due to inactivity, in accordance with the previously established value.
It is used to map the entities that will be displayed in the executive interface for each interaction] This allows entering the names of previously created entities, which will allow the agent to review the content of these.
Example:
@SESSION_ID
@USER_NAME
rut_usuario
[Expression to define if a ping will be sent after 15 minutes of inactivity]: Allows defining whether or not a message will be sent to inform the client about the inactivity time.
[Expression to define the message to be sent after 15 minutes of inactivity]: Allows entering a message that will inform the client about the inactivity time.
[Value to define if an external contact is created]: Boolean field. When set to true, it indicates the creation/update of external contacts in PureCloud. If set to false, it will not be considered even if the fields contain information.
[Schema ID if additional data is sent]: String Expression field. Guid in string format of the schema created in PureCloud.
Example: '9461XXXX-6130-XXXX-XXXX-b8cXXXXXXXXX'
[Schema version if additional data is sent]: String Expression field. Version of the schema created in PureCloud.
Example: '3'
[First name of the contact]: String Expression field representing the first name of the contact.
Example: 'Diego' (this field is required to create the contact).
[Second name of the contact]: String Expression field representing the second name of the contact.
Example: 'Juan'
[Last name of the contact]: String Expression field representing the last name of the contact.
Example: 'Juan Perez'.
[Work phone number of the contact]: String Expression field representing the work phone number of the contact.
Example: '56999999999'.
[Phone number of the contact]: String Expression field representing the phone number of the contact.
Example: '56999999999'.
[Corporate email of the contact]: String Expression field where you should enter the corporate email of the contact.
Example: 'test@e-contact.cl'.
[Personal email of the contact]: String Expression field representing the personal email of the contact.
Example: 'test@gmail.com'.
[Contact's address]: String Expression field where you should enter the address of the contact.
Example: 'Amunategui 232'.
[Twitter ID of the contact]: String Expression field where you should enter the Twitter ID of the contact.
Example: '452XXXXXX'.
[Twitter username of the contact]: String Expression field where you should enter the Twitter username of the contact.
Example: 'e-contact'.
[Facebook ID of the contact]: String Expression field where you should enter the Facebook ID of the contact.
Example: '3604025XXXXXXXX'.
[Facebook username of the contact]: String Expression field where you should enter the Facebook username of the contact.
Example: 'e-contact'.
[Additional data of the contact]: Dynamic inputs (key/value) of String Expression type, where you can add additional data according to the created schema and its fields.
Example:
Section: Settings related to the PURE CLOUD - Open Message chat service.
Remember that the nature of the operation of Genesys Cloud's Open Message is Asynchrony, therefore, we must rely on Proactive Module lynn's to send messages once the session has ended and to maintain communication active.
Prerequisites for integrating this chat engine
Create a campaign in Lynn, which must be configured in AlwaysOn mode. Refer to Lynn Proactive.
Create an extension module "Campaign Contact Manager" before the transfer, where contact details are configured, and the CONTACT_ID is generated.
[Chat Engine to Use] This parameter indicates the type of chat engine to which the interaction will be transferred. For this case, select CLOUD_OPEN_MESSAGING from the dropdown list.
[Chat Client ID]: This value is the Client ID. The value of this parameter is retrieved from Genesys Cloud. To learn how to obtain this parameter,see Configuración Open Message.
[Chat Service Password]: Value containing the chat service integration password. To learn how to obtain this parameter, see Configuración Open Message.
[Integration Identification]: This value is the Integration ID. To learn how to obtain this parameter, see Configuración Open Message.
[Integration Identification]: Name of the integration service obtained from Genesys Cloud. If you selected a previously created connection, this field will already have the list of services associated with the configured connection.
[Requires Confirmation upon Termination]: Field that defines whether a confirmation is needed when the client ends the conversation.
[Phrase interpreted as customer's desire to end the conversation]: This parameter defines the keyword the customer can use to end the conversation. It should be placed within single quotes (' ').
[Entity containing the client's termination confirmation option]: This parameter defines the entity that will store the client's response to the confirmation of whether they want to end the conversation with the agent.
[Value confirming the client's desire to terminate]: String expression field that allows placing the phrase confirming the client's session termination in single quotation marks.
Note: In the case of offering a client the option to end the session, the last three fields should be used as follows:
[Phrase interpreted as the client's desire to terminate]: 'EXIT'
[Entity containing the client's termination confirmation option]: Confirm <-- "Yes"
[Value confirming the client's desire to terminate]: 'Yes'
[Expression defining the message to be sent to the client when the chat session is terminated]: String expression field allowing the placement of the message to be sent to the client when the chat session is terminated, enclosed in single quotation marks.
[Send messages when the session has ended, using the campaign module]: In this field, it is indicated whether the callback functionality will be enabled.
[Validate the maximum time to send a message to the client]: A numeric field where the maximum allowable hours for sending a message to the client are defined.
For instance, after the interaction has concluded, the executive has a predefined time to respond. This ensures that responses are not lost in limbo, facilitating effective and seamless communication.
[Campaign to send chat messages if the session has ended]: This parameter defines which campaign will process the callback messages.
[Key/Value list to define additional data to the campaign when the session has ended. Not evaluable]: In this section, values or entities must be defined that will accompany the new proactive interaction through the campaign defined in previous fields.
[Used to map entities used in interaction routing. Maximum size of custom attributes must be less than 2 KB]: This field is used to send entities from the Lynn flow to Genesys Cloud for interaction routing.
[Expression defining the initial message to send to the agent when the interaction is created]: String expression field allowing the placement of the message to be sent to the agent when the interaction is created, enclosed in single quotation marks.
[Integration Version]: Select the integration version from the dropdown list:
- Version 1: Long-length ID generated by Lynn containing parameters such as...
- Version 2: Short-length ID generated by Lynn containing the customer's ID as the interaction identifier.
[Integrated Channel]: This parameter defines the channel over which interactions are generated. Select the channel from the dropdown list, which must be previously created.
[Channel Criteria]: In this field, you should identify the channel criteria, which is used to recognize the current communication channel.
[Method of Sending Historical Information]: This parameter defines how historical context will be delivered to Genesys Cloud.
- Message: Sends message by message, i.e., a message is sent for each historical dialogue.
- URL: Sends a URL relative to Lynn, displaying the historical information.
- Attached: Sends an attached text file.
- Attached and URL: Sends an attached text file and a URL relative to Lynn.
- Raw Insert: Delivers all historical data in a single message.
[Name to be displayed in the widget associated with incoming messages]: In this field, you should specify the entity or text that defines the name of the bot, agent, or partner you want to display to clients in the Webchat.
[Value to define if an external contact is created]: Boolean field. When set to true, it indicates the creation/update of external contacts in PureCloud. If set to false, it will not be considered even if the fields contain information.
[Schema ID if additional data is sent]: String Expression field. Guid in string format of the schema created in PureCloud.
Example: '9461XXXX-6130-XXXX-XXXX-b8cXXXXXXXXX'
[Schema version if additional data is sent]: String Expression field. Version of the schema created in PureCloud.
Example: '3'
[First name of the contact]: String Expression field representing the first name of the contact.
Example: 'Diego' (this field is required to create the contact).
[Second name of the contact]: String Expression field representing the second name of the contact.
Example: 'Juan'
[Last name of the contact]: String Expression field representing the last name of the contact.
Example: 'Juan Perez'.
[Work phone number of the contact]: String Expression field representing the work phone number of the contact.
Example: '56999999999'.
[Phone number of the contact]: String Expression field representing the phone number of the contact.
Example: '56999999999'.
[Corporate email of the contact]: String Expression field where you should enter the corporate email of the contact.
Example: 'test@e-contact.cl'.
[Personal email of the contact]: String Expression field representing the personal email of the contact.
Example: 'test@gmail.com'.
[Contact's address]: String Expression field where you should enter the address of the contact.
Example: 'Amunategui 232'.
[Twitter ID of the contact]: String Expression field where you should enter the Twitter ID of the contact.
Example: '452XXXXXX'.
[Twitter username of the contact]: String Expression field where you should enter the Twitter username of the contact.
Example: 'e-contact'.
[Facebook ID of the contact]: String Expression field where you should enter the Facebook ID of the contact.
Example: '3604025XXXXXXXX'.
[Facebook username of the contact]: String Expression field where you should enter the Facebook username of the contact.
Example: 'e-contact'.
[Additional data of the contact]: Dynamic inputs (key/value) of String Expression type, where you can add additional data according to the created schema and its fields.
Example:
Implementation Example
[Chat Engine to Use]: CLOUD_OPEN_MESSAGING.
[Chat Client ID]: DFGT**AEIOU
[Chat Service Password]: 32*RTrt
[Integration Identification]: 55****79879
[Organization Region]: sa_east_X
[Phrase interpreted as customer's desire to end the conversation]: 'EXIT'
[Requires confirmation before completion]: YES
[Entity containing the customer's confirmation option for ending the conversation]: EntityEnd
[Send messages when the session has ended, using the campaign module]: NO
[Campaign for sending chat messages if the session has ended]: Campana_callback
[Used to map the entities for interaction routing. The maximum size of custom attributes must be less than 2 KB]: @NAME @CUSTOMER_TYPE @CRITERIA_VALUE
[Integration Version]: V1
[Integrated Channel]: Gupshup Whatsapp 569*0 Service 1
[Method of Sending Historical Information]: Message
Section: Settings related to PURE ENGAGE (Genesys Engage) Chat Service
[GMS Communication Mode]: This parameter allows the selection of the integration's operating mode, Normal / RelayWorker. If your implementation does not have AzureRelay integration, select Normal.
[Expression for indicating group message transfer]: The text entered in this box will be displayed to the customer when transferring to the agent.
Example:
Transferring to the "Preferred Assistance" queue
[GMS Service]: Commonly associated with the service queue, the Genesys service is specified at the end of the GMS URL.
Example:
GMS URL: https://my_gms-prd.cl/genesys/2/chat/PaginaWeb
GMS Service: WebPage
[Base GMS Service URL] is the URL where the GMS connection is published without its service.
Example:
GMS URL: https://my_gms-prd.cl/genesys/2/chat/
[Server Certificate Validation]: This option allows Lynn to unilaterally ignore the certificate validation set by the GMS server or its gateway. Values: Yes / No
[Enable Asynchronous Chat]: In case GMS is configured for asynchronous service. Values: Yes / No
[Expression to define the executive's idle timeout warning message in seconds]Indicates the number of seconds before sending an idle warning message.
Example: 120
This corresponds to 120 seconds, which is 2 minutes.
[Expression to define the idle timeout warning message for executives] Allows entering a message that will warn the executive about the previously defined idle timeout.
[Expression to define the executive's chat closure idle timeout in seconds] Specifies the number of seconds after which the chat and its interaction will be closed due to inactivity.
Example:100
This corresponds to 100 seconds, which is 1 minute and 40 seconds.
[Expression to define the idle timeout closure message for executives] Allows entering a message that will inform the executive about the chat closure due to inactivity, as per the previously established value.
[Expression to define the client's idle timeout warning message in seconds] Specifies the number of seconds before sending an idle warning message.
Example:120
This corresponds to 120 seconds, which is 2 minutes.
[Expression to define the idle timeout warning message for clients] Allows entering a message that will warn the executive about the previously defined client idle timeout.
[Expression to define the client's idle timeout closure time in seconds] Specifies the number of seconds after which the chat and its interaction will be closed due to client inactivity.
Example:100
This corresponds to 100 seconds, which is 1 minute and 40 seconds.
[Expression to define the idle timeout closure message for clients] Allows entering a message that will inform the executive about the chat closure due to client inactivity, in accordance with the previously set value.
Section Settings related to the Pure Connect chat service (Genesys Connect)
[Expression to indicate transfer to group message] The result of the expression will be presented as a message every time a transfer to group is made.
[URL Base] Base URL for connection to Pure Connect service
[URL Login] login service url
[Message retrieval URL] Pure Connect Message Retrieval URL
[Message submission URL] Courier service url
[Launch notification url] Chat start notification url
[Completion url] Chat end notification URL
[URL files] Attachment Transaction URL
[Type of service] Type of service
[Workgroup] Group or associated queue
Section related to the LYNN chat service (KYUBO)
[The workgroup associated with this transfer]:You must insert the name of the work group where the executives in charge of attending to the transferred interaction will be located.
[An expression to indicate the welcome message]:The text written in this box will be what the customer sees when transferring to the chat with a Kyubo agent.
[An expression to indicate the disconnect message]: The expression defined in this field will be the message that the client will see when the agent disconnects.
-- Example: Executive has gone offline.
[An expression to indicate a farewell message]:The text written in this box will be the one that the client will see when disconnecting from the interaction with the executive in Kyubo.
-- Example: Thank you for using our channel, see you soon
[An expression to indicate the agent connection message]: An expression can be inserted, which can include variable entities, providing more information and transparency in the agent's assistance.
-- Example:
if(ChatAgentName != 'AGENT')
{
return 'From this moment you are online with ' +ChatAgentName+ ' who will meet your requirements.';
}
else
{
return '';
}
The result be displayed as: From this moment you are online with Andrea Pérez who will meet your requirements.
[An expression to indicate transfer to group message]: The text written in this box will be the one that the client will see when making the transfer to the executive.
-- Example: Initiated transfer to "Services" queue
[An expression to indicate the transfer to skill message]: In this field, the written text that the client will see when making the transfer to a skill must be indicated..
[An expression to indicate transfer to agent message]: The text written in this box will be what the client sees when transferring to the executive.
-- Example: Transfer to Technical Service queue is in progress
[An expression to define the qualification statement]: This field should indicate the message that is displayed on the Kyubo screen indicating the reasons, classifications, or conclusion codes of the interaction.
--Example: Select the reason for the call:
[These options are used to qualify the call after completion. You must associate the score report in order to access this information]: In this field, the reasons, classifications or conclusion codes of the interaction must be indicated. They must be separated by a line break (CR).
--Example:
Claim
Information request
Confirmation of reservations
Cancellation of reservations
[An expression to define the idle timeout in seconds to send a warning message]:The number of seconds to send an inactivity message is indicated
-- Example:120
This will correspond to 120 seconds, that is, 2 minutes.
[An expression to define the idle timeout warning message]: This field allows you to enter a message that will display a warning about the previously defined inactivity time.
[An expression to define the idle timeout in seconds to close the chat]: The number of seconds where the chat has passed and your interaction will be closed due to inactivity is indicated.
-- Example:100
This will correspond to 100 seconds, that is, 1 minutes 40 seconds.
[An expression to define the idle timeout closing message]: Allows you to enter a message which will indicate a warning regarding the inactivity time defined above.
[It is used to map the entities that will be displayed in the executive interface for each interaction]: CField where the entities that contain the data that can be displayed in the incoming interaction information window in Kyubo, which is located in the upper right part of the interface identified with an "i", must be defined.
[Enable email handling]: Mandatory boolean field that enables the possibility of handling email interactions in Kyubo. Its values can be Yes/No.
.