Skip to content

Derivation to Call Center

Category: Call Center

Description: Extension module that enables transferring a call to a call center agent based on the configured chat engine and channel type.

Functionality: Use this extension module to transfer a call from a client to an agent queue using a chat engine. These can be self-managed by the Lynn Administrator platform.

Chat Engine Types

When implementing this extension module, you can use different types of chat engines to manage the platform, depending on the scheme type.

Types:

  • Pure Engage: Integrations with Genesys Engage, GMS connections. See more configuration details. Here
  • Pure Cloud: Integrations with Genesys Cloud, OAuth client from widget.Here
  • Pure Connect: Integrations with Genesys Connect, API connections. Here
  • Lynn: Integrations focused on Kyubo Chat Service. Here
  • Cloud Open Messaging: Integrations with Genesys Cloud Open API (Asynchronous)Here

Note: In integrations with Genesys Cloud, you can access the history of the ongoing conversation to retrieve its context. This context can be retrieved through Scripts. For more detailed information on this process, access 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>

    ` `&#128073; 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>

    ` `&#128073; 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

    ` `&#128073; 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..

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.”

Working Hours Subset

This allows the configuration of a working hours range for the transfer process. Lynn will limit the transfers to this time range and will trigger the Out of Hours intention if the configured time frame is not met.

To configure the time ranges, you must specify for each day of the week:

  1. Whether this day is considered a working day (Yes/No).
  2. Set a valid working time range, with the start time being the beginning of the service hours and the end time being the conclusion of the work queue service hours.
  3. A message to display if the service is outside working hours.

This configuration must be repeated for each day. If your schedule is 24/7, you can leave the time range from 00:00 to 11:59. In any case, it is recommended to include an out-of-hours message for each day, even if the full-time range is not implemented.

Intention to Execute When Outside Working Hours

If the interaction to be transferred does not meet the time validation, the associated intention will be executed.

This configuration allows for the necessary parameters to be set for the implementation and operation of the PURE CLOUD (Genesys Cloud) chat service. Through a series of fields, connections are selected, context transfer is enabled, and various aspects of the service are configured, such as credentials, service queue, and behavior in inactivity scenarios. To view the details of the actions and fields to configure, click HERE.

This configuration allows for the necessary parameters to be set for implementing the PURE CLOUD - Open Message chat service in an asynchronous environment like the one offered by Genesys Cloud. This operational model requires proper integration with Lynn. To view the details of the actions and fields to configure, click HERE.

[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.

[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

This configuration allows you to set the necessary parameters to manage the Lynn chat service within the Kyubo platform. The goal is to provide a clear guide on the processes involved in transferring interactions within Kyubo, optimizing communication management through an efficient and automated approach. Details about transfers, wait times, and relevant technical parameters can be found in the official Kyubo documentation, which covers everything needed to successfully implement this functionality. To view the details of the actions and fields to configure, please visit HERE