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Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1)

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The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Book Title

Cisco Unified CCX Web Chat Agent and Supervisor Desktop User Guide, Release 10.0(1)

Chapter Title

Introduction to the Unified CCX Web Chat Agent Desktop

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Updated:
January 20, 2014

Chapter: Introduction to the Unified CCX Web Chat Agent Desktop

Introduction to the Unified CCX Web Chat Agent Desktop

The desktop administrator configures the agent desktop URL in Cisco Agent Desktop (CAD) to enable the agent to chat with the customer.

Access the Unified CCX Web Chat Agent Desktop

Procedure
    Step 1   Choose the web chat agent desktop URL from the Work Site of your integrated browser to log in to the agent desktop. Accept the certificate and confirm the request to remember this certificate for future reference.
    • For single node setup there is only one option in the Work Site.
    • For a High Availability (HA) setup there are two options in the Work Site (one for the primary node and the other for the secondary node).
    Note   
    You can also open Web Chat Agent Desktop in a standalone browser instead of in Cisco Agent Desktop. To access the Web Chat Agent Desktop enter the following case-sensitive URL in the supported browser: 
    https://<<servername>>/agentdesktop
    where <<servername>> is the fully qualified domain name of Unified CCX, for example: 
    https://uccxnode.cisco.com/agentdesktop
    Web Chat Agent Desktop will not work if you use the IP address.
    Step 2   Enter your credentials in the Cisco Unified CCX Web Chat Agent Desktop window, and then click Sign In.
    Figure 1. Agent desktop login page



    After you log in, the Web Chat Agent Desktop home page opens and displays your user ID as shown in Figure 2.

    Figure 2. Agent desktop home page



    See Table 1 for information about the agent option buttons that appear on this page.

    Step 3   Select Ready to inform Unified CCX that you are available to receive incoming chat requests.
    Step 4   When a chat contact is assigned to you, your state changes to Busy and the incoming alert bar is displayed on the Web Chat Agent Desktop as shown in Figure 3. Click Accept.
    Note   

    The incoming alert bar has a timer. If you do not accept the chat within the stipulated time, the contact is re-queued and your state changes to Not Ready.

    Figure 3. Agent desktop incoming alert bar



    After you accept the chat contact, a chat window opens with the following message: Connecting to chat room.After you connect to the chat room, you are ready to chat with the customer.

    In Figure 4 you can see the customer name and the chat details provided by the customer in the left pane of the chat window and in the right pane you can chat with the customer.

    Figure 4. Agent desktop chatting operation



    Step 5   Click End to end the chat session. After the chat completes, you return to the Ready state to accept a new chat contact.
    Warning   

    If you click the Back, Close, or Refresh button on your browser at any time, you are automatically signed out of the session.

    Step 6   Click Sign Out to exit the application.

    The following table describes the agent option buttons that appear on the Web Chat Agent Desktop home page.

    Table 1 Agent Chat

    Button

    Description

    Ready

    If you are in the Ready state, you will receive incoming chat contact.

    Not Ready

    If you are in the Not Ready state, you will not receive incoming chat contact. After you log in, your default state is Not Ready.

    Sign Out

    Exit the application.

    Managing browser certificates

    The following sections describe the procedure to configure browser certificates for Internet Explorer and Firefox.

    Note
    Perform these procedures on the Unified CCX server and the Cisco SocialMiner server to avoid browser certificate errors.
    .

    Add certificate exception in Firefox browser

    Procedure
      Step 1   Log in to Web Chat Agent or Supervisor Chat Desktop on the Unified CCX node using the following URL format:

      Agent login URL:https://<<servername>>/agentdesktop

      Supervisor login URL:https://<<servername>>/agentdesktop/supervisor

      Where <<servername>> is the fully qualified domain name of Unified CCX. For example:

      https://uccxnode.cisco.com/agentdesktop

      https://uccxnode.cisco.com/agentdesktop/supervisor

      Figure 5. Firefox certificate page



      Step 2   Click I Understand the Risks and then click Add exception… button.
      Figure 6. Firefox certificate page



      Step 3   Click Confirm Security Exception button.
      Note    Ensure to check Permanently store this exception check box.
      Figure 7. Add security exception window



      Step 4   Click Continue to add the certificate exception.
      Figure 8. Unified CCX chat desktop page



      Step 5   Repeat the steps one through three in the new page that opens to accept the certificate.
      Step 6   Click Continue to navigate to the login page.

      Install certificate for Internet Explorer

      Follow the procedure to install root certificate for Internet Explorer.

      Note
      Perform this procedure on the Unified CCX server and the Cisco SocialMiner server to avoid certificate errors.
      .
      Procedure
        Step 1   Click Certificate Error to the right side of the address bar.
        Step 2   Click View Certificates.
        Step 3   Click Install Certificate as shown in Figure 1.
        Figure 9. Install certificate



        Step 4   Click Next as shown in Figure 2.
        Figure 10. Certificate import wizard



        Step 5   Click the Place all certificates in the following store radio button as shown in Figure 3.
        Figure 11. Browse and select certificate



        Step 6   Click Browse and select Trusted Root Certification Authorities as shown in Figure 3.
        Step 7   Click Next as shown in Figure 3.
        Step 8   Click Finish as shown in Figure 4.
        Figure 12. Certificate selection completion



        Step 9   Click Yes as shown in Figure 5.
        Figure 13. Security warning



        Step 10   Click OK as shown in Figure 6.
        Figure 14. Certificate import successful message



        Step 11   Click OK.

        Chat inactivity timeout

        During a chat session, if the customer closes the browser or if the customer stops chatting for a lengthy amount of time, you get the following message:

        You are alone in the chat room.

        Troubleshooting for the Web Chat Agent Desktop

        What should I do if I get the certificate error before I try to log in to Chat Agent Desktop?

        Install your certificate. See the procedure Install certificate for Internet Explorer.

        What should I do if I get the certificate error in the chat window after accepting a contact?

        This error means that your Cisco SocialMiner certificate is not installed. To install your certificate, enter the SocialMiner Fully Qualified Domain Name (FQDN) in your browser. Then, perform the certificate installation procedure.

        Restart your browser and type the URL.

        For more information, see http:/​/​docwiki.cisco.com/​wiki/​SocialMiner_​Release_​9.0(1)#Avoiding_​certificate_​warning.

        What happens if agent desktop URL does not work?

        If one agent desktop URL does not work, try the other URL in an HA setup.

        What should I do if I get an error message when I click the agent desktop URL?

        Your firewall may be blocking your outgoing communications to the Unified CCX server. To check, ping Unified CCX by its FQDN from the client machine: $ping uccx.foo.com. If ping fails, try to route to the Unified CCX: $nslookup uccx.foo.com. If the nslookup command fails, consult your administrator.

        What happens if another agent logs in with my ID?

        You get the following message:

        Another agent has logged in with the same ID. Your agent desktop will log out.

        Then, you are routed back to the login page.

        What happens if during a chat the customer closes the chat window?

        You get the following message:

        You are alone in the chat room. Click End to close the chat interface.

        The chat does not end until you click End. This feature allows you to collect your wrap-up data before you start a new chat session. If you click End and the chat does not end, refresh or close the browser to force the chat to end and to log out.

        What happens if I click Sign Out when in Busy state?

        You get the following confirmation popup message:

        Are you sure you want to sign out after the current chat session?

        Click Yes to sign out after the active chat session or click No to cancel sign-out.

        What happens if connectivity is lost?

        You get the message:

        Due to technical issues you are being logged off

        and you are logged out.

        What happens if failover occurs when I am in Ready or Not Ready state?

        You are directed to the login page and must log in again. If you cannot log in immediately, wait a little while and try again.

        What happens if failover occurs when I am in Busy state?

        You are moved to the Logout state and the Sign Out option is disabled, but you still continue to chat with the customer. After you end the chat you are redirected to the login page.

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