Lab 7 – Chat Flow Pre-Work

In this lab, you will learn how to create a Chat Queue, Asset and Entry Point / Channel

URL: admin.webex.com Login: Instructor provided credentials

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Instructions:

1. Contact Center-> Overview-> Webex Connect-> Assets-> Integrations

Use Case: Customer needs Digital channel integration enabled

Authorize Webex CC Tasks and Webex CC Engage

  • Webex CC Tasks: Manage

      • Actions: Manage

        • Add Authentication: Cholland email

        • Sign in as Cholland in the popup window

    • Webex CC Engage: Manage

      • Add Authentication: Cholland email

      • Help Page
2. Contact Center-> Overview-> Webex Connect-> Assets-> Apps

Use Case: Customer needs an ability to route chats.

Create a Chat Asset

  • Configure New App: Mobile/Web

  • Name: Chat_Asset

  • Live Chat/ In-App Messaging: enable

  • Primary Protocol: MQTT

  • Secondary Protocol: Web Socket

  • Use a Secure Port: Enable

Once Saved

  • Register to Webex Engage: My First Service

  • On Apps main Page: Copy and Save App ID

    • Help Page
3. Contact Center-> Customer Experience -> Queues

Use Case: Customer wants a queue created

Create a queue

  • Queue Name: Chat Q

  • Channel Type: Chat

  • Routing Type: Longest Available Agent

  • Chat Distribution:

    • Priority 1 – Company, Overseas and Sales teams

  • Service Level Threshold: 7200

  • Max time in Queue: 80100

    • Help Page
4. Contact Center-> Customer Experience -> Channels

Use Case: Customer wants to receive chats into the Contact Center

Create a Channel

  • Name: Chat Entry

  • Channel Type: Chat

  • Asset Name: Chat_Asset

  • Service Level: 7200

  • Timezone: NewYork

    • Help Page
STOP

ACI

END OF LAB