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* [Database Migration](guides/administrator-guides/database-migration.md)
* [Retention Policies](guides/administrator-guides/retention-policies.md)
* [Omnichannel Guides](guides/omnichannel-guides/README.md)
* [OmniChannel Admin Guide](guides/omnichannel-guides/omnichannel/README.md)
* [Analytics](guides/omnichannel-guides/omnichannel/analytics.md)
* [Real-time Monitoring](guides/omnichannel-guides/omnichannel/real-time-monitoring.md)
* [Managers](guides/omnichannel-guides/omnichannel/managers.md)
* [Agents](guides/omnichannel-guides/omnichannel/agents.md)
* [Departments](guides/omnichannel-guides/omnichannel/departments.md)
* [Custom Fields](guides/omnichannel-guides/omnichannel/custom-fields.md)
* [Livechat Triggers](guides/omnichannel-guides/omnichannel/livechat-triggers.md)
* [Livechat Widget Installation](guides/omnichannel-guides/omnichannel/livechat-widget-installation.md)
* [Omnichannel Appearance](guides/omnichannel-guides/omnichannel/livechat-appearance.md)
* [Webhooks](guides/omnichannel-guides/omnichannel/webhook.md)
* [Facebook Messenger](guides/omnichannel-guides/omnichannel/omnichannel-integration.md)
* [Business Hours](guides/omnichannel-guides/omnichannel/multiple-business-hours.md)
* [Monitors](guides/omnichannel-guides/omnichannel/monitors.md)
* [Units](guides/omnichannel-guides/omnichannel/units.md)
* [Tags](guides/omnichannel-guides/omnichannel/tags.md)
* [Priorities](guides/omnichannel-guides/omnichannel/priority-queue.md)
* [Omnichannel Queue Types](guides/omnichannel-guides/omnichannel/livechat-queues.md)
* [Omnichannel Admin's Guide](guides/omnichannel-guides/omnichannel/README.md)
* [Queue Types](guides/omnichannel-guides/omnichannel/livechat-queues.md)
* [WhatsApp Integration / Twilio](guides/omnichannel-guides/omnichannel/whatsapp-twilio.md)
* [Canned responses](guides/omnichannel-guides/omnichannel/canned-responses.md)
* [Omnichannel Manager's Guides](guides/omnichannel-guides/omnichannel-manger-guides/README.md)
* [Current Chats](guides/omnichannel-guides/omnichannel-manger-guides/current-chats.md)
* [Analytics](guides/omnichannel-guides/omnichannel-manger-guides/analytics.md)
* [Real-time Monitoring](guides/omnichannel-guides/omnichannel-manger-guides/real-time-monitoring.md)
* [Managers](guides/omnichannel-guides/omnichannel-manger-guides/managers.md)
* [Agents](guides/omnichannel-guides/omnichannel-manger-guides/agents.md)
* [Departments](guides/omnichannel-guides/omnichannel-manger-guides/departments.md)
* [Custom Fields](guides/omnichannel-guides/omnichannel-manger-guides/custom-fields.md)
* [Livechat Triggers](guides/omnichannel-guides/omnichannel-manger-guides/livechat-triggers.md)
* [Livechat Widget Installation](guides/omnichannel-guides/omnichannel-manger-guides/livechat-widget-installation.md)
* [Omnichannel Appearance](guides/omnichannel-guides/omnichannel-manger-guides/livechat-appearance.md)
* [Webhooks](guides/omnichannel-guides/omnichannel-manger-guides/webhook.md)
* [Facebook Messenger](guides/omnichannel-guides/omnichannel-manger-guides/omnichannel-integration.md)
* [Business Hours](guides/omnichannel-guides/omnichannel-manger-guides/multiple-business-hours.md)
* [Monitors](guides/omnichannel-guides/omnichannel-manger-guides/monitors.md)
* [Units](guides/omnichannel-guides/omnichannel-manger-guides/units.md)
* [Tags](guides/omnichannel-guides/omnichannel-manger-guides/tags.md)
* [Priorities](guides/omnichannel-guides/omnichannel-manger-guides/priority-queue.md)
* [Security and Compliance Guides](guides/security/README.md)
* [Security fixes and updates](guides/security/security-updates.md)
* [Compliance Resources](guides/security/compliance-resources.md)
......
# Omnichannel Guides
Omnichannel area of Rocket.Chat has two main users.
1. [Admins](https://docs.rocket.chat/guides/omnichannel-guides/omnichannel)
2. [Managers](https://docs.rocket.chat/guides/omnichannel-guides/omnichannel-manger-guides)
# Omnichannel Manager's Guides
Being a livechat manger you can access omnichannel livechat settings, as shown below:
![](../../../.gitbook/assets/image%20%2867%29.png)
![](../../../.gitbook/assets/image%20%2868%29.png)
The detail of each individual menu is given in their respective article.
---
description: >-
In this menu, you can assign any user the Agent role. You can also search a
user in the list of agents and remove a user from the agents' list.
---
# Agents
To access **Agents** settings:
Go to Omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%285%29.png)
Settings appear, as shown below:
![](../../../.gitbook/assets/1%20%284%29.png)
## **To assign a user the agent role:**
1. Select the user from the drop-down, as shown below:
![](../../../.gitbook/assets/2%20%284%29.png)
1. Hit **Add**.
![](../../../.gitbook/assets/3%20%284%29.png)
1. The user has the Agent role now, as shown below:
![](../../../.gitbook/assets/4%20%285%29.png)
## **To Search an agent by name:**
Enter the agent’s name in the search bar, as shown below:
![](../../../.gitbook/assets/5%20%285%29.png)
## **To remove a user from the agent's list:**
To remove a user from the list of agents, hit **remove**, as shown below:
![](../../../.gitbook/assets/6%20%285%29.png)
---
description: >-
This feature allows you to view the chat flow (conversation) and your livechat
agents' performance (productivity) over a span of time that you choose.
---
# Analytics
To access **Analytics** settings:
Go to Analytics in the omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%2811%29.png)
## To view conversation history:
1. Select Conversations from the drop-down.
![](../../../.gitbook/assets/1%20%2810%29.png)
2. Select your desired department.
![](../../../.gitbook/assets/2%20%2810%29.png)
3. Select your desired start date and end date.
![](../../../.gitbook/assets/3%20%2810%29.png)
### Details of conversation matrices:
![](../../../.gitbook/assets/4%20%2810%29.png)
**Total Conversations:** It represents the total number of conversations during the selected period of time.
**Open Conversations:** It represents the total number of open conversations for your selected department during the chosen period.
**Total Messages:** It represents the total number of messages received in all the conversations during a selected period.
**Busiest Day:** It shows the day during which you received the most chats for your selected time.
**Conversation Per Day:** It shows the average count of conversations you received per day.
**Busiest Time:** It shows the hour during which you received most chats for your selected period of time.
You can also see the **percentage of conversations**, an **average of chat duration**, and **total messages handled** by each one of your agents from your selected department, as shown below:
![](../../../.gitbook/assets/5%20%2810%29.png)
![](../../../.gitbook/assets/6%20%289%29.png)
## To view productivity history of your agents:
1. Select Productivity from the drop-down.
![](../../../.gitbook/assets/7%20%287%29.png)
2. Select your desired department.
![](../../../.gitbook/assets/8%20%286%29.png)
3. Select your desired start date and end date.
![](../../../.gitbook/assets/9%20%285%29.png)
### Details of productivity matrices:
![](../../../.gitbook/assets/10%20%284%29.png)
**Average of Response Time:** This matrix represents the average of your agent’s team’s responses to all the conversations that are automatically assigned to them during a selected time.
**Average of First Response Time:** This matrix represents the average of the team’s first response to all the chats they pick up.
**Average of Reaction Time:** This matrix represents the average of the team’s reaction to the assigned chats.
You can also see the **Average of First Response Time**, **Best First Response Time**, **Average of Response Time**, and **Average of Reaction Time** of each one of your agents from your selected department, as shown below:
![](../../../.gitbook/assets/11%20%284%29.png)
![](../../../.gitbook/assets/12%20%284%29.png)
---
description: >-
In this menu, you can add some additional fields to the registration form your
visitors fill when they start a livechat conversation.
---
# Custom Fields
To access **Custom Fields** settings:
Go to Omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%287%29.png)
Custom Fields menu appears, as shown below:
![](../../../.gitbook/assets/1%20%287%29.png)
The registration form has **Name**, **Email**, and **I need Help With…**/Department fields by default, as shown below:
![](../../../.gitbook/assets/2%20%287%29.png)
## To add your custom field:
1. Hit Add.
![](../../../.gitbook/assets/3%20%287%29.png)
The following page appears.
![](../../../.gitbook/assets/4%20%287%29.png)
2. Enter your desired **field** that you want to add to your livechat registration form. E.g., **last-name**
![](../../../.gitbook/assets/5%20%287%29.png)
3. Enter its label.
![](../../../.gitbook/assets/6%20%286%29.png)
4. Select scope as **Visitor**.
![](../../../.gitbook/assets/7%20%284%29.png)
5. Make it visible.
![](../../../.gitbook/assets/8%20%283%29.png)
6. Set as a required field if you want.
![](../../../.gitbook/assets/9%20%283%29.png)
7. The type of the Last Name field is Input.
![](../../../.gitbook/assets/10%20%282%29.png)
8. Set the default value, if any.
![](../../../.gitbook/assets/11%20%282%29.png)
9. Set it **Public**.
![](../../../.gitbook/assets/12%20%282%29.png)
10. Hit Save.
![](../../../.gitbook/assets/13%20%282%29.png)
It is saved in the list of custom fields, as shown below:
![](../../../.gitbook/assets/14%20%282%29.png)
It appears in the livechat widget, as shown below:
![](../../../.gitbook/assets/15%20%282%29.png)
If the visitor sends a message, it gets reflected in the **Visitor’s Info** as well.
![](../../../.gitbook/assets/16%20%282%29.png)
## To delete a custom field:
Hit remove.
![](../../../.gitbook/assets/17%20%282%29.png)
# Departments
If you want the omnichannel conversations to be directed to different departments, you can set the departments up in your enterprise Rocket.Chat workspace. For example, you may have livechats coming from various pages of your website, and you might want them to be handled by respective departments.
To access **Departments** settings:
1. Goto the dots menu and hit **Omnichannel**. Omnichannel settings will open up.
![](../../../.gitbook/assets/0%20%282%29.png)
2. Hit **Departments.**
![](../../../.gitbook/assets/1%20%282%29.png)
To add a new **Department**:
1. Click **New** **Department**.
![](../../../.gitbook/assets/2%20%282%29.png)
The new department's settings page will appear, as shown below:
![](../../../.gitbook/assets/3%20%282%29.png)
2. Enable a new department.
![](../../../.gitbook/assets/4%20%282%29.png)
3. Name your new department.
![](../../../.gitbook/assets/5%20%282%29.png)
3. Type in a description. It's optional.
![](../../../.gitbook/assets/6%20%282%29.png)
4. Allow your visitor to have the option to choose the department they want to talk to, as shown below:
![](../../../.gitbook/assets/7%20%282%29.png)
The option will appear to your customer in the livechat widget, as shown below:
![](../../../.gitbook/assets/8%20%281%29.png)
5. Forward your omnichannel conversations to the email address of your choice, during the hours you are offline, as shown below:
![](../../../.gitbook/assets/9%20%281%29.png)
6. Enable the radio button below if you want your department to show offline during off business hours.
![](../../../.gitbook/assets/10%20%281%29.png)
If you enable it will appear in the widget, as shown below:
![](../../../.gitbook/assets/11%20%281%29.png)
7. Mention the name of the channel you want to direct the offline messages to.
![](../../../.gitbook/assets/12%20%281%29.png)
8. Request your agent to set tags for the conversation for later searching purposes if you want.
![](../../../.gitbook/assets/13%20%281%29.png)
9. An agent can add conversation tags they want to use for this department.
![](../../../.gitbook/assets/14%20%281%29.png)
![](../../../.gitbook/assets/15%20%281%29.png)
![](../../../.gitbook/assets/16%20%281%29.png)
10. Assign the maximum number of simultaneous chats you want your agent to attend.
![](../../../.gitbook/assets/17%20%281%29.png)
11. Mention the number of seconds you want to wait to consider visitor abandonment.
![](../../../.gitbook/assets/18%20%281%29.png)
12. Mention the custom message you want to be displayed when the room is closed automatically by visitor inactivity.
![](../../../.gitbook/assets/19%20%281%29.png)
13. Mention the custom message you want to be displayed when the user is waiting in the queue.
![](../../../.gitbook/assets/20%20%281%29.png)
14. List the name of departments you would like to forward your department's chat to. ![](../../../.gitbook/assets/21%20%281%29.png)
15. After your new department is created, their assigned business hour will be displayed here.
![](../../../.gitbook/assets/22%20%281%29.png)
16. Assign the agents to this department, as shown below:
![](../../../.gitbook/assets/23%20%281%29.png)
17. Successfully added agents would be listed, as shown below:
![](../../../.gitbook/assets/24%20%281%29.png)
18. Hit save.
![](../../../.gitbook/assets/25%20%281%29.png)
Your newly created department is displayed in the list of departments, as shown below:
![](../../../.gitbook/assets/26%20%281%29.png)
You can have the following behavior depending on how many departments you have created:
* No departments: all Livechat agents will receive incoming chats using a round-robin rule;
* One department: all incoming chats will be offered to agents **only** on that department using a round-robin rule;
* More than one department: the visitor will have to choose what department he wants to talk to at registration.
---
description: >-
In this section, you can find out how to customize the appearance of your
livechat widget.
---
# Omnichannel Appearance
To access **Omnichannel Appearance** settings:
Go to **Omnichannel Appearance** in the omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%2812%29.png)
You can customize the widget in the following four states.
## Omnichannel On-line
1. Set the title of your widget.
2. Set the color of the title bar of your widget.
3. Set the allowed message character length.
4. Show your agent’s information if you want. This information is the username.
5. Show your agent’s email address if you prefer, as shown below:
![](../../../.gitbook/assets/1%20%2813%29.png)
So according to the above settings, during online hours, your livechat widget appears, as shown below:
![](../../../.gitbook/assets/2%20%2812%29.png)
## Omnichannel Offline
Customize the appears of your livechat widget here, for the hours when none of your agents are online/working.
1. Turn on the offline form.
2. Set **Offline Form Unavailable Message**, if any.
3. Set **Offline Message**, if any.
4. Set **Offline Tittle.**
5. Set **Title bar color offline**.
6. Set the email address where you want to receive your offline messages.
7. Set success message to display to the visitor when they have sent their message offline.
![](../../../.gitbook/assets/3%20%2811%29.png)
So your livechat widget appears according to the above settings, during offline hours.
## Registration Form
Here you set up the fields you want to show on the registration form.
1. Enable the registration form.
2. Show Name field.
3. Show the Email field.
4. Show any message on the registration form if you want. It appears right under the widget title.
![](../../../.gitbook/assets/4%20%2811%29.png)
## Conversation Finished
1. Set up the message you want to display to the visitor when the conversation is finished.
2. Set up the message you want to display to the agent when the conversation is finished.
As shown below:
![](../../../.gitbook/assets/5%20%2811%29.png)
---
description: >-
Livechat triggers is a setting that opens the livechat widget on your website
automatically. Your visitor will not have to go and open the widget. Livechat
Trigger will open the widget for them.
---
# Livechat Triggers
To access **Livechat Triggers** settings:
Go to Omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%288%29.png)
Livechat Triggers menu appears, as shown below:
![](../../../.gitbook/assets/1%20%288%29.png)
## To set up a new trigger:
1. Hit **New Trigger**.
![](../../../.gitbook/assets/2%20%288%29.png)
On the New Trigger screen:
![](../../../.gitbook/assets/3%20%288%29.png)
2. Enable your new trigger.
![](../../../.gitbook/assets/4%20%288%29.png)
3. Please select whether you want to run it for each visitor or want it to be a recurring pop-open. \(e.g., If your user goes to a different website and comes back to the same website, it pops-open\)
![](../../../.gitbook/assets/5%20%288%29.png)
4. Name your new trigger.
![](../../../.gitbook/assets/6%20%287%29.png)
5. Mention its description.
![](../../../.gitbook/assets/7%20%285%29.png)
6. Choose whether you want your livechat widget to pop-open once the user visits a particular page of your website in **Condition**.
![](../../../.gitbook/assets/8%20%284%29.png)
Or if you want to open it after a set time elapsed for the user while being on the page.
![](../../../.gitbook/assets/9%20%284%29.png)
Mention the time in seconds.
![](../../../.gitbook/assets/10%20%283%29.png)
7. Mention the **Action** you want your livechat widget to take. For now, there is only one option of sending a message to the visitor.
![](../../../.gitbook/assets/11%20%283%29.png)
You can also select if you want to impersonate the next available agent in the queue or use a bot/custom agent.
![](../../../.gitbook/assets/12%20%283%29.png)
Type your message.
![](../../../.gitbook/assets/13%20%283%29.png)
8. Hit **Save**.
![](../../../.gitbook/assets/14%20%283%29.png)
Your new livechat trigger is saved, as shown below:
![](../../../.gitbook/assets/15%20%283%29.png)
## To delete a livechat trigger:
1. Hit **Remove**.
![](../../../.gitbook/assets/16%20%283%29.png)
2. Click **Yes**.
![](../../../.gitbook/assets/17%20%283%29.png)
---
description: >-
In this section, you can learn how to install the livechat widget on your
website.
---
# Livechat Widget Installation
To access **Livechat Installation** settings:
1. Go to **Livechat Installation** in the omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%2810%29.png)
## To install the livechat widget:
1. Copy the given piece of code.
![](../../../.gitbook/assets/1%20%2811%29.png)
2. Paste this code above the last **</body>** tag on your site; the livechat widget will appear on the bottom right corner on your webpage.
---
description: >-
In this menu, you can assign any user the manager role. You can also search
for a user in the list of managers.
---
# Managers
To access **Managers** settings:
Go to Omnichannel panel settings, as shown below:
![](../../../.gitbook/assets/0%20%286%29.png)