The following describes settings for the Agent Application, which is designed for use by call center agents.
Details settings are described in the following table:
|Application Key||An identifier that is defined in the Jacada Interact Admin Console and used for access to the server. The application key is generated automatically when an application is added.|
|Agent Full URL||The full URL path used to access the application. The application key must be appended to the URL.|
|Active||Indicates whether the application is currently active. The application key of an inactive application is disabled, and users are unable to access Interactions.|
|Internal Timeout||The period of time (in seconds) during which the client can send requests without the need for revalidation of the access token by theauthorization server.|
|Authentication Link URL||The full URL path to the relevantAuthLink server. This setting appears only when Custom authentication type is selected.
Clicking Test tests the connection to the server.
|Requires Login||This setting determines whether or not users need to log in to access unsecured Interactions.|
|Show Launchpad View||This setting determines how the Agent Application is displayed to users with roles of Designer and up. The Agent Application Launchpad is not viewable to users with a role of Agent.|
|Enable Collaboration Room||This setting determines whether or not agents are able to create and access Collaboration Rooms, which allow them to interact with customers in a live web session.|
|Navigation Timeout (in minutes)||The period of time for which an idle Interaction (not being navigated by the user) is still considered active. After the Navigation Timeout is reached, the Interaction is considered abandoned, and if the user attempts to continue it, an error message is displayed.
The default Navigation Timeout value is 30.
Client Settings Tab
This tab enables you to define the default presentation, layout, and functionality of the Agent Application.
The settings on the tab vary according to whether the Agent Scripting parameter is set to Full Agent Scripting (agents can start Interactions) or Interaction History Only (agents can access previously run Interactions). In both modes, separate settings can be configured for the standalone (desktop) application and the embedded application (widget option).
The following settings are displayed on the Client Settings tab (Full Agent Scripting mode):
Client Settings are described in the following table. For a detailed explanation of the options and features of the Agent Application, refer to Agent Application.
|Setting||Description||Default Value(Desktop)||Default Value (Embedded)||Relevant to History Only Mode|
|Show Tabs||Determines whether Interactions are opened in new tabs.||Yes||Yes||Yes|
|Show Search Box||Determines whether the search tool is shown or hidden.||Yes||Yes||Yes|
|Show Information Area||Determines whether the area showing data relevant to the customer or the system is shown or hidden.||Yes||Yes||Yes|
|Allow to Save & Continue||Determines whether an agent may save a partially finished Interaction.
When this setting is set to No, agents may not save Interactions, and may not view Interactions that were saved by others.
|Show saved interactions for last number of days||Determines the content of the Saved Interactions list of the application. For example, if the value is set at 2, all Interactions that were saved within the last 2 days are listed in the Saved Interactions list.
Acceptable values for this setting are 0-9999.
|Maximum number of saved interactions to show||Determines the maximum number of saved Interactions to retrieve. For example, if this value is set to 50, and there are 200 saved Interactions, only the first 50 will be listed in the Saved Interactions list.||100||100||No|
|Selected theme||Determines the application's look and feel. For more information about themes, refer to Managing Application Themes.||flat-agent||flat-agent||Yes|
|Allow Breadcrumbs||Determines whether or not breadcrumbs are supported. When the setting is set to Yes, a breadcrumbs trail is displayed at the top of the page as a user navigates through an Interaction that includes elements with breadcrumb links.||No||No||No|
|Interaction History||These settings determine which sub-tabs are visible and which columns are displayed in the Answers grid in the History Flow tab of the Agent Application. At least one tab and one column must be displayed.|
|Answers||Determines whether the Answers tab is displayed. This tab provides the agent with a snapshot view of all input provided by the customer.||Selected||Selected||Yes|
|Flow||Determines whether the Flow tab is displayed. This tab shows the entire Interaction flow, organized according to page.||Selected||Selected||Yes|
|Variables||Determines whether the Variables tab is displayed. This tab lists all the user variables defined in the Interaction.||Cleared||Cleared||Yes|
|Device||Determines whether the Variables tab is displayed. This tab lists all defined Read Only variables.||Cleared||Cleared||Yes|
|Page Title||Determines whether the Page Title column is displayed on the Answers tab. This column lists the page titles of Question elements in the Interaction.||Selected||Selected||Yes|
|Label||Determines whether the Question column is displayed on the Answers tab. This column lists the text of questions in the Interaction.||Selected||Selected||Yes|
|Header||Determines whether the Header column is displayed on the Answers tab. This column lists the text of question headers in the Interaction (when they are defined).||Cleared||Cleared||Yes|
|Footer||Determines whether the Footer column is displayed on the Answers tab. This column lists the text of question footers in the Interaction (when they are defined).||Cleared||Cleared||Yes|
|Answer||Determines whether the Answer column is displayed on the Answers tab. This column lists the answers provided to questions in the Interaction.||Selected||Selected||Yes|
|Timestamp||Determines whether the Answer column is displayed on the Answers tab. This column lists the dates and times when answers were provided.||Cleared||Cleared||Yes|
|Extensions||This frame lists the application extensions that are applied to the application. For more information about applying extensions to applications, refer to Working with Extensions in the Admin Console.||N/A||N/A||N/A|
|Collaboration||This value determines how many Collaboration Rooms are displayed in the Rooms List when an Agent opens a Rooms tab. Supported values range from 1-50. The default value is 10.||N/A||N/A||N/A|
These settings enable you to customize the UI display for the application. For information on using Index.html settings, see Customizing the UI for an Application.
Editing Agent Application Settings
- From the Applications page, click the Application Name link. The Application Details page opens, with the Details tab displayed by default.
- At the right upper corner of the page, click Edit.
The fields become editable.
- Update settings of the Details tab, as required. If you select the Custom authentication type, verify that you have entered an Authentication Link URL and selected the URL Access Restriction. Clicking Test tests the connection to the server.
- Update settings of the Client Settings tab, as required. Keep in mind that additional settings are displayed when Full Agent Scripting is selected.
Note: For more information about applying extensions, refer to Working with Extensions in the Admin Console.
- At the top right corner of the page, click Save. A confirmation message is displayed, and the Applications page is displayed.