The following shows and describes Details tab settings for the Agent Application, for use by call center agents.

Details settings are described in the following table:

Setting Description/Notes
Authentication Type
  • Internal: Authentication is based on an internal database controlled through the Admin Console.
  • Custom: Authentication is based on an external authorization server that operates according to Jacada Interact's security specification.
For more information, refer to Authentication Overview.
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.
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 related Flows.
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 the authorization server.
Authentication Link URL The full URL path to the relevant AuthLink server. This setting appears only when Custom authentication type is selected.
Clicking Test tests the connection to the server.
URL Access Restriction The access type to the relevant AuthLink server. Select either Public Internet or Private Virtual Network. This setting appears only when Custom authentication type is selected.
Requires Login This setting determines whether or not users need to log in to access unsecured Flows.
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.
Login Application This setting optionally assigns a custom Login Application, effective when Login is required by users. Clicking on the dropdown menu lists all Login applications that are available to the account.
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. 
Modified On The last date and time that changes were made to this Application.
Modified By The last Admin who made changes to this Application. 
Session Timeout (in minutes) The period of time for which an idle Flow (not being navigated by the user) is still considered active. After the Session Timeout is reached, the Flow is considered abandoned, and if the user attempts to continue it, an error message is displayed. The default value is 30 minutes.
Client Settings Tab

This tab enables you to define the default presentation, layout, and functionality of the Agent Application.

Settings on the tab will vary according to whether the Agent Scripting dropdown menu is set to the Full Agent Scripting or Interaction History Only option.

The following shows settings that are displayed when Full Agent Scripting is selected:

Setting Description Relevant to 'History Only' Mode
Agent Scripting Select from either Full Agent Scripting (agents can start Interaction Flows) or Interaction History Only (agents can only access previously-run Flows). Settings in this tab will change depending upon the scripting option you choose. Yes
Show Tabs Determines whether Flows are opened in new tabs. Separate settings can be configured for use with the Desktop (standalone) application and the Embedded (widget-based) application. Yes
Show Search Box Determines whether the search tool is shown or hidden. Separate settings can be configured for use with the Desktop (standalone) application and the Embedded (widget-based) application. Yes
Show Information Area Determines whether the area showing data relevant to the customer or the system is shown or hidden. Separate settings can be configured for use with the Desktop (standalone) application and the Embedded (widget-based) application. Yes
Allow to Save & Continue Determines whether an agent may save a partially finished Flow. When this setting is set to No, agents may not save Flows, and may not view Flows that were saved by others. No
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. Values for this setting can range from 0-9999 days. No
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. No
Selected theme Determines the application's look and feel. For more information about themes, refer to Managing Application Themes. Yes
Breadcrumbs Settings
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 Flow that includes elements with breadcrumb links. No
RPA Details
RPA Automation Mode Enables selection of either Unattended or Attended Automation Mode when RPA is used with Agent Applications. For more information, refer to Using Attended Automation RPA Mode. No
Default Idle Timeout (in minutes) Enables changing the timeout period of any RPA Bot which has been acquired for execution but remains idle. The idle Bot will be released from memory after the defined length of time. An acquired Bot can be released sooner than the defined timeout period by clicking the Release Bot icon for the associated Bot in the RPA Monitor. No
Interaction History
Available Tabs At least one checkbox must be activated:
  • Answers: Determines whether the Answers tab is displayed. This tab provides the agent with a snapshot view of all input provided by the customer.
  • Flow: Determines whether the Flow tab is displayed. This tab shows the entire Flow, organized according to page.
  • Variables: Determines whether the Variables tab is displayed. This tab lists all the user variables defined in the Flow.
  • Device: Determines whether the Device tab is displayed. This tab lists all defined Read Only device variables.
Yes
Available Columns At least one checkbox must be activated:
  • Page Title: Determines whether the Page Title tab is displayed. This column lists the page titles of Question elements in the Flow.
  • Label: Determines whether the Label tab is displayed. This column lists the text of questions in the Flow.
  • Header: Determines whether the Header tab is displayed. This column lists the text of question headers in the Flow (when they are defined).
  • Footer: Determines whether the Footer tab is displayed. This column lists the text of question footers in the Flow (when they are defined).
  • Answer: Determines whether the Answer tab is displayed. This column lists the answers provided to questions in the Flow.
  • Timestamp: Determines whether the Timestamp tab is displayed. This column lists the dates and times when answers were provided.
Yes
Extensions
Selected 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
Step Execution Timeout
Step duration (in seconds) This value specifies the maxiumum length of time allowed by the Application to any Step that uses client-side services (e.g., Integration Points, RPA) before it returns a timeout notification. This mechanism can help to ensure ideal performance when an Application contains concurrent flow steps. The default value is 45 seconds. N/A
Collaboration
Number of Agent recent rooms in rooms list 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 rooms.  N/A
Index.html Tab

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

  1. From the Applications page, click the Agent link. The Agent Application Details page opens, with the Details tab displayed by default.
  2. At the right upper corner of the page, click Edit. The fields become editable.
  3. 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.
    Note: For details about changing the application key, refer to Regenerating the Application Key. When using a Multi Environment account, you can only regenerate the application key from the PROD environment.
  4. Update settings of the Client Settings tab, as required. Keep in mind that additional settings are displayed when Full Agent Scripting is selected.
  5. To customize how UI components appear to a customer (for example to change the application Title, headers and footers, or add custom Javascript code) edit the index.html tab settings. For more information, see Customizing the UI for an Application.
  6. At the top right corner of the page, click Save. A confirmation message is displayed, and the Applications page is displayed.

 

Revision:

Comments