Agent Actions

Automatic Agent Unavailability

There will almost certainly be times when an agent leaves their desk without 'informing' the system that they are unavailable. In order to mitigate this problem there is a way to have the system check if an agent is available and, if not, to send the appropriate information to the rest of the system.

Agent Watcher

For each agent who sets themselves as "available" in the agent desk, there is a watcher task in the system which checks whether the agent is still active.

If the agent is not active for the number of seconds you set in the com.unblu.core.agentavailability.agentUnavailableTimeout configuration property, a dialog is generated asking the agent whether they are still active.

Then, if for com.unblu.core.agentavailability.unavailableCountdown seconds the user does not confirm the dialog, the system sets the agent automatically to 'unavailable' and displays another dialog explaining that the system has automatically set the agent to unavailable.

Timeout Criteria

The following events will "reset" the timeout counter (i.e., avoid the Agent from being set to "unavailable"):

  • Agent starts or ends a session, OR

  • the queue changes from empty to at least one entry, or vice versa, OR

  • Agent changes their availability.

After a reset, the first set of conditions have to be met again in order for the timeout to occur again.

Note: Setting com.unblu.core.agentavailability.agentUnavailableTimeout to -1 disables the watcher timeout and thus 'automatic unavailability' as a whole. (In unblu, from 4.2, it is disabled by default.)

Last Visitor in Session

Should the last agent leave the last session and no agent is present in the system to answer questions the session will go into Isolated Mode:

  • The chat input is hidden and a message is displayed.
  • If it was a 'chat' session the visitor may rejoin the queue.

Rejoin Open Sessions

If an agent accidentally closes the tab or window their active sessions will be restored once they log into unblu again. (This can also be done from a different browser or device.)

  1. Log back in to the system.
  2. Select the plus sign at the top left of the Agent Desk.
  3. From the drop-down list select Rejoin lost session. A panel displays listing the sessions that are available to rejoin.
  4. Click the Rejoin or Rejoin all button. The session becomes active again.

Note: Sessions that were explicitly left via the “x” button can not be rejoined.

Agent Leaves Session

There are two ways for an Agent to leave a session:

  1. The Agent terminates the session, meaning that both the Agent and visitor have left the session (forever) and the session is closed.
  2. The Agent exits the session, meaning that the session itself is left open and the visitor can request a new chat. The visitor is then put back into the queue - to be answered by whomever answers the request. When an Agent picks up the request the session will be in exactly the state it was when the first Agent exited the session.

The option in step 2 above can be useful if the visitor is out of time or wants to upload or download files, for example, but wants to preserve the 'chat state' so that they can dive back into wherever they left off.

Isolated Mode

The situation where all agents are gone and only one (ore more) visitors are left is known as an 'isolated state'. During an isolated state the visitor cannot write any chat messages nor start audio / video chat since there is no-one to reply. If the session was started via chat the visitor has the option to re-join the chat queue to be picked up by an agent again. As soon as the session is back in the chat queue the user can write chat messages again.

Upload and Co-browse Files

Both the agent and the visitor can upload files by dragging and dropping or using the file manager.

  1. During a session select the paper clip icon-paper-clip icon.

  2. Either drag a file and drop it or select the highlighted browse for files text and, from the operating system's file manager, select the file(s) you wish to upload.

  3. Click on the file. A dialog box displays with your options.

  4. Choose one of the following:

    • If you want to download the file select the Download to local file system radiobutton then click the Yes button and the file will be downloaded.

    • If you want to co-browse the file select the Co-browse with others radiobutton then click the Yes button. The file will open and everyone in the session can co-browse it.

  5. If you want to delete an uploaded file select the trashcan icon-trashcan icon.

View-Only Mode for Universal

Before version 4.3 it was not possible to start a universal co-browsing session wherein only one party, either the visitor or the agent, could control the session: both had 'shared control'. From version 4.3 this is no longer the case. Either party can have 'sole control' over the session, using the configuration value: com.unblu.collaborationsession.controllingParty

This value can be set to AGENT, VISITOR, or BOTH.

To configure this value in the Agent Desk:

  1. From the main menu select Settings > Account > Settings.

  2. Click the Advanced button then make sure that the Key and Show inherited check boxes are selected then paste com.unblu.collaborationsession.controllingParty into the Filter field.

  3. From the controllingParty (com.unblu.collaborationsession.controllingParty) drop-down list, select one of the following: embedded-co-browsing-masking-and-hiding-webpage-elements

  4. Click the Save button.

Switch Between Collaboration Layers

You can switch between Embedded Co-browsing, Universal Co-browsing, and Mobile Co-browsing at any time during a session.

Private Browsing

If you, or a visitor, do not want the other party (or parties) in a session to see what you are browsing you can hide your browser content from the other party.

To enable private browsing:

  1. During a session the party who wants privacy, either the agent or a visitor, must click the 'eye' icon. A dialog displays, asking if you want to start private browsing.

  2. Click the OK button. A dialog displays in the 'other browser', asking the other participant whether they accept this.

  3. When they click OK to accept the request, the information in the picture below will display (until private browsing is ended).

    Note: The 'other party' can, at any time, click the 'eye' icon to ask the other party to end the private session and return to a normal session.

    Note: If one of the parties in a session has previously initiated private browsing then only that party can initiate another private browsing session during that session. This is a security measure. If another party in the session wants to browse privately then a new session must be started. If one of the other parties attempts to initiate private browsing this will generate a message telling them that this is not possible.

Moving the Chat Session Dialog

It may be that the chat session box obscures some important information on the page. If this happens you can move the chat session anywhere on the page by clicking (the area shown in the red box above) and dragging.

Note: If the page is still obscured you can pop the panel out completely. See Popout Or Move Visitor Chat Panel for a basic guide and Pop Out The Chat Session for a more technical description.

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