¶ Settings
The Settings section in PBXware's Omnichannel application allows administrators to configure various operational parameters. The section is divided into five main categories:
¶ 1. General
¶ Alert E-mails
This section allows you to designate an email address to receive alert notifications in various situations. For instance, if the system identifies malicious behavior and bans a user from live chat or SMS, an alert email will be sent to the specified address, providing timely insights into the incident.
¶ Operation Times
If a message is received outside of these hours, the customer will be informed that they have reached the system outside of its operating times. This is where users globally configure operation times.
Operation Times
- Operation Times:
Enable operation times.
(E.g., Yes, No, Inherit)
(Option buttons)
Description of destinations follows in this priority order:
-
Open days: The "Open Days" section enables you to define the days of the week and time intervals during which your services are available. The section lists all days from Monday to Sunday, alongside "Time From" and "Time To" fields for each day.
By setting these ranges, you establish the window of time during which users can send messages, emails, or engage in live chats with your service. For example, if you set the "Time From" to 9:00 AM and "Time To" to 5:00 PM for Monday through Friday, users will be able to communicate with you during these specific hours on weekdays.
This configuration helps manage customer expectations and also ensures that your team is adequately staffed during the times when interaction is possible. -
Closed dates: The "Closed Dates" is a section within the "Operation Times" settings that allows you to specify particular dates and times when your service will be unavailable. This section includes fields:
Description: This field allows you to provide a brief explanation or reason for the closure, such as "Public Holiday" or "Scheduled Maintenance."
Date From and Date To: These fields enable you to define a date range during which your service will be closed. It can be a single day or multiple days.
Time From and Time To: These fields allow you to further narrow down the specific hours of unavailability within the chosen date range.
By configuring the "Closed Dates" section, you ensure that users are aware that they will not be able to send messages, emails, or engage in live chats during the specified times. This helps to manage customer expectations and allows you to plan your staffing needs accordingly. -
Live Chat Out Of Hours Message allows you to set an automated response for customer inquiries that come in outside of operational hours. This message informs customers when they can expect a reply, enhancing their experience and managing expectations.
-
Messaging Apps Out Of Hours Message setting enables you to configure an automated response for customer queries received via messaging apps when you're out of operation. This auto-reply helps manage customer expectations about when they'll hear back from you.
¶ 2. First Response Timeouts
¶ Live Chat First Response Timeout
This feature enables automatic ticket transfers when Live Chat's first response timeout expires. Users can set a timeout duration in minutes and specify an action, such as logging off or pausing an agent if they do not respond to a Live Chat conversation within the designated time frame. This system ensures that customer queries are secured by redirecting them to an available agent from a specified queue.
¶ Enable Automatic Transfer
- Yes: Enables the automatic transfer of Live Chat conversations.
- No: Disables the automatic transfer.
¶ Timeout (minutes)
Set the duration (in minutes) for a timeout. If no response is received within this time, the system will take the defined "Unanswered Action."
¶ Unanswered Action
Choose the action to be taken when no response is received within the defined timeout.
- Auto Pause: Automatically places the agent on pause if they do not respond to a Live Chat conversation.
- Auto Logoff: Automatically logs off the agent.
¶ Messaging First Response Timeout
This functionality ensures automatic ticket transfers when the first response timeout is reached for messaging conversations, including SMS, Facebook, and WhatsApp. Users can define a timeout period in minutes and determine actions, such as logging off or pausing an agent if they do not respond to a messaging conversation within the set time. This mechanism guarantees that customer queries are promptly addressed by redirecting them to an available agent in a designated queue.
¶ Enable Automatic Transfer
- Yes: Enables the automatic transfer of messaging conversations.
- No: Disables the automatic transfer.
¶ Timeout (minutes)
Set the duration (in minutes) for a timeout. If no response is received within this time, the system will take the defined "Unanswered Action."
¶ Unanswered Action
Choose the action to be taken when no response is received within the defined timeout.
- Auto Pause: Automatically places the agent on pause if they do not respond to a messaging conversation.
- Auto Logoff: Automatically logs off the agent.
¶ Email First Response Timeout
This feature provides automatic ticket transfers when a first response timeout is exceeded for email conversations. Users can set a timeout period in hours and choose actions, such as logging off or pausing an agent if they fail to respond to an email within the specified timeframe. This system ensures customer emails are answered by redirecting them to an available agent from a designated queue.
¶ Enable Automatic Transfer
- Yes: Enables the automatic transfer of email conversations.
- No: Disables the automatic transfer.
¶ Timeout (minutes)
Set the duration (in minutes) for a timeout. If no response is received within this time, the system will take the defined "Unanswered Action."
¶ Unanswered Action
Choose the action to be taken when no response is received within the defined timeout.
- Auto Pause: Automatically places the agent on pause if they do not respond to a email conversation.
- Auto Logoff: Automatically logs off the agent.
¶ 3. Chatbot Timeout
This section is designed to manage system resources efficiently. If a customer engages with the chatbot but doesn't make any selections, the session will automatically close after the time specified in this section. This helps to free up system resources that might otherwise be unnecessarily consumed.
¶ Live Chat (minutes)
Set the timeout (in minutes) for a Live Chat. If no response is received within this time, the system will end the live chat session.
¶ Messaging (hours)
Set the timeout (in hours) for messaging (SMS). If no response is received within this time, the system will end the messaging session.
¶ 4. Work Units
Configure the following work units for calculating the workload in the Agent app:
- Live Chat: Set the value for live chat work units.
- Messaging: Set the value for messaging work units.
- Email: Set the value for email work units.
Work units are metrics used to determine an agent’s workload by multiplying them with the agent's capacity settings, which are configurable when adding or editing an agent’s profile. The resulting workload is then displayed in the ‘My Workload’ section, found under the ‘My Performance’ panel within the gloCOM Agent panel’s Dashboard tab.
¶ 5. CMP Settings
Within the messaging settings, configurable options are crucial for integrating social channels such as Facebook and WhatsApp into the PBXware system via the COMMSware Messaging Platform (CMP) service.
Available Options
- URL - Specify the URL for your CMP service.
- API Key - Provide the API Key from your CMP service. The API key is one requirement that must be generated on the CMP service and then entered into this field within the PBXware system.
- Allowed IP Adresses - Define permitted IP addresses for your CMP service. This feature empowers users to establish specific CMP IP addresses, preventing unwanted or potential spam from sources like Facebook, WhatsApp, DDoS attacks, etc.
- Profile ID - This represents a unique ID exclusive to the particular tenant or, in this context, the contact center (CC). The Omni server generates this ID during startup, and it remains constant thereafter, never subject to change.
To integrate channels like Facebook and WhatsApp into their PBXware system via the COMMSware Messaging Platform (CMP) service, users need to input their CMP service domain, enter a previously generated API key from the CMP service, and then save their settings by clicking the "Save" button.
Installation of CMP mandatory service is essential, as CMP functions as a router, facilitating seamless interactions between PBX systems and Facebook/WhatsApp accounts. This allows end users to effortlessly configure their settings within the PBX system regarding Facebook accounts, WhatsApp accounts, phone numbers, and more.