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 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)

[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

    ` `👉 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 Settings related to the PURE ENGAGE chat service (Genesys Engage)

[GMS communication mode] This parameter allows selection of the integration's operation mode, Normal/RelayWorker. If your implementation does not have AzureRelay integration, select Normal.

[An expression to indicate transfer to group message]. The text written in this box will be the one that the customer will see when transferring the conversation to the executive.

Example:

Transfer is being made to the "Preferred attention" queue”

[GMS Service] Commonly associated with the service queue, the Genesys service is specified at the end of the GMS URL.

Example:

URL GMS: https://my_gms-prd.cl/genesys/2/chat/PaginaWeb

GMS Service: PaginaWeb

[URL Base de servicio GMS] It is the URL where the GMS connection is published without its service.

Example:

URL GMS: https://my_gms-prd.cl/genesys/2/chat/

[Server certificate validation] This option allows Lynn to unilaterally ignore the certificate verification established by the GMS server or its gateway. Values: Yes/No

[Enable Asynchronous Chat]If GMS is configured as asynchronous for the handling of this service. Values: Yes / No.

[An expression to define the executive idle timeout in seconds to send a warning message] The number of seconds to send an inactivity message

Example:120

This will correspond to 120 seconds, that is, 2 minutes

[An expression to define the executive idle timeout warning message]This allows you to enter a message that will warn the executive about the previously defined inactivity time.

[An expression to define the executive idle timeout in seconds to close the chat] The amount of seconds is indicated where, after the time has passed, the chat and its interaction will be closed due to inactivity.

Example:100

This will correspond to 100 seconds, that is, 1 minutes 40 seconds.

[An expression to define the executive idle timeout closing message] Allows entering a message that will indicate to the executive the closure of the chat due to inactivity, complying with the previously established value..

[An expression to define the client idle timeout in seconds to send a warning message] The number of seconds to send an inactivity message Example:120

This will correspond to 120 seconds, that is, 2 minutes.

[An expression to define the client inactivity timeout warning message]It allows entering a message which will indicate to the executive a warning regarding the previously defined inactivity time.

[An expression to define the client 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 client idle timeout closing message] Allows you to enter a message which will tell the executive to close the chat due to inactivity, fulfilling the previously established value.

Section related to the PURE CLOUD chat service (Genesys Cloud)

[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 setup id obtained from Genesys Cloud.

Example:

0ba3dec3-aebc-4933-9580-469c080cxxxx

[Chat service password] password for chat service obtained from Genesys Cloud

EjempExamplelo:

fquLwzHtKpc5ozsH16GlWT_4kZ6KBnLzAkCtYvbxxxx

[Chat Service Deployment ID] Unique id associated with the widget obtained from the Genesys Cloud.

Example:

5d2798bf-3c89-4c8b-b72f-d84e256xxxx

[chat queue service] You should enter the name of the queue, previously configured, which will allow executives to work more efficiently by limiting customer wait time.

[Organization Region] You must select the region provided by your Pure Cloud provider. If you select a different one, agents will not be able to log 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

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.

.