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Preparing to Use Web Interactions

If your site uses CIC's Web Services to process web interactions, you can create any number of boilerplate text messages, standard URLs and text files for agents to easily send to web visitors. In addition, you can optionally have each agent's picture appear on the dialogs that visitors see.

How it Works

You must have CIC's web services installed and configured on your web server (see Interaction Web Tools Technical Reference in the PureConnect Documentation Library on the CIC server).

When a visitor requests an interactive Chat session or an Instant Question, an agent is alerted by the CIC client and can "pick up" the interaction request.
For a chat, a dialog pops up on the agent's workstation enabling the agent to begin an interactive typing session with the customer. The Responses tab of the agent's Chat dialog can contain the names of preset standard text messages, URLs to which the agent can push the visitor's browser, and text file names. The agent can drag any combination of these responses into the Response field.
For an Instant Question, the agent's Responses tab can contain the same mix of items. However, if the agent drags a URL into the Response field the program sends only the URL address as text and does not push the visitor's browser.

For more information on how to use the Chat dialog interface, see the help for the CIC client.

Creating Text Messages and URLs

Use the web chat configuration sub-container in Interaction Administrator to create preset text that an agent can send to a visitor during an interactive session.
Use the Interaction URLs sub-container in Interaction Administrator to create a list of standard URLs from which agents can select during an interactive session. The URLs can point to HTML documents on your website or other websites.
In a Chat session, drag a URL to the Send field and click Send to push the visitor's browser to that URL. Alternatively, the agent can drag the URL directly into the Conversation pane and immediately push the Web visitor's browser to that address.
In an Instant Question, drag the URL to the Response pane and click Send to send the URL in the message as text.
Use the Interaction files sub-container in the Interaction Administrator to create a list of text file names from which agents can select during an interactive session.

You control which Chat text messages and URLs appear on the Chat dialog for each agent by using the Access Control page on the Default User, Users, Roles, and Workgroups configuration pages.

For example, you can create a group of text messages that address specific technical support issues and another group of text messages that answer typical marketing information requests. You can then make the technical support documents available to all agents in the Tech Support workgroup and all the marketing documents available only to agents in the Marketing workgroup.

Adding the Agent's Picture to the Chat Dialog

You can optionally display each agent's picture to the customer on the Chat dialog. See the "Agent Photo" section in Interaction Web Tools Technical Reference in the PureConnect Documentation Library

Also, for more information, see the CIC client help.