Named Areas

You can filter requests from specific pages on your site(s) according to the meta-tags you define. These Named Areas can then be associated with particular Agents, Teams or Accounts. This role-based access means you can define which named areas (Web pages contained within any number of domains) an agent can access.

Note: If you want to apply Conversation templates to a Named Area see Conversation Templates.

Using Named Areas also means you can set configuration values at the 'Named Area level'. So, you can define welcome messages, languages and any other available preferences specifically for visitors to a 'set' of pages you define. You can even filter the queue by Named Area / language. For more on the relationship between Named Areas and the configuration that is applied to them see The Relationship between Named Areas and their Configuration.

Note that using Named Areas means you can define 'cross-domain' activity. This is especially powerful if you have large and complex Web sites where different types and classes of information or interest are distributed across your organization's information structure. Named Areas can be viewed as a way of creating well-defined 'quasi-domains' that contain only that which you believe is relevant to your prospective visitors.

A large organization may have high-quality information on any given subject matter or product spread across the globe. An example might be a visitor who wants a hedging strategy for an investment. Hedging strategies can be involved and can be built from seemingly disparate products where you may only have information spread across different domains and countries. But even if your currency options department is a thousand miles from your swaps information and neither have anything to do with your Treasuries department; all of these can be combined into a Named Area to serve complex visitors who may need a whole array of services and information to make their investments work.

Named Areas are therefore either: a domain, or specific pages within any number of domains.

You need to do the following to create a Named Area:

  1. Register your domain in the unblu Agent Desk. (Or ensure the domain you intend to use has already been registered.)

  2. Create a Named Area. (Either a domain or pages within that and other domains.)

  3. Paste the generated tag (of the Named Area) into the HEAD element of every page you wish to define as part of the Named Area. Note that this step is not required if your Named Area is simply a complete domain. The domain must still be registered and it must be defined as a Named Area but there is no need to paste any meta-tag information into pages (the snippet, in such cases, is enough).

Register the Domain

You must add/register all domains where you want to use unblu. This is in addition to the code snippet that must be added to every page of the site where you want to use unblu. unblu maps session requests onto registered domains for enhanced security.

Note: You can only register up to the maximum number of domains allowable in your account type.

Note: If you want to specify a defined port for the domain; append the port number to the url. (Example: http://www.example.com:8080/path/)

  1. From the main menu select Settings > Account > Domains. The page displays.

    account-2.png

  2. Select the New domain button. The New domain modal page slides in from the right.

    account-3.png

  3. In the Domain URL field enter the domain you want to be registered then select a Protocol radiobutton. Choose http, https or Both.

  4. When you are done adding domains click Save.

Create a Named Area

As long as the underlying domain you want to use is registered you can generate a meta tag to paste into every page that will define the Named Area. (Meta tags are not required if the Named Area is a single, entire, domain.) The simplest form of Named Area is a domain defined as a Named Area.

Note: Even if you have registered the domain, before it can become active as a Named Area you must define it as such in Named Areas.

Domain as Named Area

  1. From the main menu select Named Areas. The Named Areas page displays.

  2. Select the New named area button. The New named area modal window slides in from the right.

  3. Select the Domain radiobutton then, from the Domain name drop-down list, select the domain you wish to define as a Named Area.

  4. Enter a name and a description in the fields then click Save.

Note: While the Description field seems limited it can handle a lot of text. It may be worth considering pasting a comprehensive description into this field in order that you have all of the information related to a particular Named Area in a single place.

Using Meta Tags to Define a Named Area

Note: If no tags are defined the fallback value will be the associated registered domain.

When you would like to use a number of Web pages (from any registered domain) but not an entire domain you can use meta tags to add some fine control.

For example, you may have a number of domains (or only one domain) with hundreds of pages but you want only ten of them to be accessible for mortgage customers and you want a different 20 pages to be accessible as commercial loan pages. Or indeed you may want to 'mix-and-match' product descriptions and offers that are different but related.

First, you must ensure that the domain(s) is registered with unblu. Then you would create a Named Area by generating an identifier that you would paste only into the pages that represent this Named Area.

  1. From the main menu select Named Areas. The Named Areas page displays.

  2. Select the New named area button. The New named area modal window slides in from the right. Note that the image above already has a Named Area entry (Entire Web site).

  3. Enter a name and description in the Name and Description fields. The Meta Tag ID field will be filled, and the ID generated, upon saving. After saving, you are returned to the Named Areas page where the new Named Area is listed.

    Note: If you save and the ID is not generated automatically, you may enter your own ID manually.

    Note: As the text in the image above states, any given Web page can only belong to a single Named Area.

    Note: While the Description field seems limited it can handle a lot of text. It may be worth considering pasting a comprehensive description into this field in order that you have all of the information related to a particular Named Area in a single place.

  4. In order to tell your Web pages which of them are included in the Named Area, click on the Named Area.

  5. Copy the tag ID from the Meta Tag ID field and paste it into the HEAD element in every page that should be included in the Named Area.

Named Areas and Roles

After defining your Named Areas you can associate them with Global, Account, Team or User roles. You can define as many Named Areas as you wish and you can switch those Named Areas on and off according to whichever role-level access to the areas suits your strategies. For example, if you create 10 Named Areas and associate them with the Global or Account roles, these choices will propagate down through your teams and users (Supervisors, Agents, etc.). But perhaps you then realize that one of your teams only requires three of those Named Areas. That team can then switch off those Named Areas for that themselves. But if you have users within that team who then perceive the need for five of the Named Areas, they can switch those Named Areas back on. Indeed, they can switch them on and off themselves without 'harming' the system in any way. Thus, settings cascade downwards through the levels:

Global > Account > Team > User

Changes at any given level take precedence over the level above. This makes it easy to configure huge systems as the broad pictures can be painted higher up the tree, while adding more precision lower down (teams, agent users). For example, one might create 'all' Named Areas at the highest available level then the roles lower down in the hierarchy will not only have access to those Named Areas but have the ability to switch the Named Areas on and off. These settings flow downwards and become the default at each respective role, until such times that a change is made at that lower level.

In essence, Named Areas provide a way for you to create unblu-specific quasi-domains. The end result is as if you had reconfigured your whole Web infrastructure to build only sites that are relevant for your visitor-engagement strategies.

All of this configuration can be performed within the Agent Desk interface without any need for advanced technical skills. Indeed, as long as the domains have been registered within unblu and the Named Areas defined, then it is possible to configure and reconfigure 'on-the-fly', as it were.

Associate Named Areas with Roles

The following assumes you have registered the domains that will be used to create Named Areas.

To demonstrate the power of Named Areas (and the ease of setup) imagine a bank that has many thousands of employees. A small subset of those employees are highly-specialized, with highly sought-after opinions. Unfortunately, these people are scarce. If only one could 'clone' the lady in Singapore or the guy in New York. It is unlikely that such skills are replicated across each and every branch across the world. When the occasion arises that those particular skills could close deals in ten different countries, if they could 'be' in all of those places 'at the same time', Named Areas come into play: Simply add a user and switch on the appropriate Named Areas and those skills can be in front of anyone anywhere, at any time, and with all of the information from across your entire Web infrastructure they will need to close the deals at hand.

Note: Combining Named Areas with Conversation Forwarding can be an effective way to provide access to the people with the rarest skills, quickly.

In this example we will associate a Named Area, created above, with the Account level then we will alter the settings for a single user (agent).

Note: The steps below assume that the underlying domains that will form the basis of the Named Areas infrastructure have already been registered and Named Areas have been defined.

Note: In this example you should assume that the Named Area Entire Web site is a large Web site used for commercial customers and the Named Area FX Hedging Strategies has been constructed from pages from the domains of many disparate domains and the pages selected from those domains deal only with advanced hedging instruments and strategies. All of the agents who deal with commercial visitors can 'see' everything (in this example, both Named Areas though in real life there may be many). Thus, if a visitor wants to discuss hedging strategies the regular agents can forward the Conversation to a specialist. However, the specialist only needs to have access to the FX Hedging Strategies Named Area.

  1. From the main menu select Account > Settings then scroll down until you see the defaultFilterNamedArea section.

    In this case two Named Areas have already been created at the Account level. We want to switch on both Named Areas for everyone in this account. (We will switch off one of these Named Areas later for the aforementioned 'specialist'.)

  2. Select both checkboxes Entire Web site and FX Hedging Strategies then click the Save button.

    That's all you have to do to make those two Named Areas available to everyone in the account. Now we want our specialist to alter those settings - but only for themselves.

  3. From the main menu select Settings > Users then click on the user/agent you want to make changes to. (In our case Frank is a hotshot when it comes to creative hedging strategies.)

  4. Scroll down the page until you see the defaultFilterNamedArea section. Note that the two green (selected) boxes indicate that the settings we made at the Account level have cascaded down to our user (Frank) and Frank currently has access to more than he requires.

  5. Click on the Entire Web site box to deselect it then click on the Save button.

Now Frank can only 'see' the pages defined as the named Area FX Hedging Strategies.

Note: It is not possible to define any given page within multiple Named Areas. A page can only be a part of one named Area. This may seem a little inconvenient but it helps to add structure to what could easily become unwieldy and it adds clear lines of delineation between page content.

Note: See The Queue if you want to filter the inbound chat queue against Named Areas and languages.

The Relationship between Named Areas and their Configuration

  • The configuration is loaded when the unblu snippet is loaded. The Named Area specified at this time is used for the configuration scope.

  • If you navigate away from the page the configuration is updated according to the Named Area on the new page; even if a session is already active. Nevertheless, most configuration, important for a session, is only considered when a session is started.

  • If the Named Area is changed dynamically (e.g., via javascript) the configuration is NOT updated/reloaded. (Changing the Named Area dynamically only influences the entries in the incoming chat queue.)

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