Defining Optional Agent Characteristics

To define optional agent characteristics, use the MCF Agent (MCF_AGENT_CMP) component.

The agent configuration pages are considered optional because most do not have default values and can remain unconfigured without affecting an agent's ability to log on to a queue and accept tasks.

Access the Buddy List page using the following navigation path:

PeopleTools > MultiChannel Framework > Universal Queue > Administration > Define MCF Agents > Buddy List

This example illustrates the fields and controls on the Buddy List page. You can find definitions for the fields and controls later on this page.

 Agent Buddy List page

The agent's buddy list facilitates collaborative chat and chat conferencing.

Field or Control

Description

Agent Buddy

Select another agent with whom this agent can have a chat session or can ask to conference into another chat.

Each agent buddy must be logged in a physical queue on the same cluster to be able to chat. If two agents must be able to chat but they do not share a cluster, use the Physical Queue Move Agent page to move the agents into physical queues on the same MCF cluster.

Agent buddies are listed with their login status in the buddy list on the multichannel console.

Name

Displays the buddy agent's nickname.

An agent's presence, as shown in the buddy list on the MultiChannel Console or on the Invite Agent list on the chat console, indicates the agent's availability for chat or conference.

Access the Window Config page using the following navigation path:

PeopleTools > MultiChannel Framework > Universal Queue > Administration > Define MCF Agents > Window Config

This example illustrates the fields and controls on the Window Config page. You can find definitions for the fields and controls later on this page.

 Window Config page where the window sizes are defined for an agent.

Set the initial agent window placement and size by specifying parameters on this page. An agent can resize and move the windows.

Field or Control

Description

Window

Select the window to which the specified configuration applies.

Select from:

  • Agent to Agent Chat

  • Agent to Customer Chat

  • E-mail

  • Generic Alert

  • Grab URL

  • MultiChannel Console

Top and Left

Enter the distance in pixels from the top and left edges of the screen when the window first appears.

Width and Height

Enter the width and height, in pixels, of the window when it first appears.

Popup Mode

Select from:

Automatic: The window appears automatically. For customer-initiated chat or tasks that are initiated from the EnQueue() built-in function, the task is automatically accepted as well. For agent-initiated chat, the agent can elect not to accept the task; in effect, the agent can preview the task. If this is the desired behavior, select Manual from the Accept Mode drop-down list box. If you want agent-to-agent tasks to function like customer-initiated tasks, select Automatic from the Accept Mode drop-down list box.

Manual: The window does not appear until the agent clicks the task on the agent MultiChannel Console. For customer-initiated chat or tasks that are initiated from the EnQueue() built-in function, clicking the task means that the task is automatically accepted as well. For agent-initiated chat, the behavior depends on the setting for the Accept Mode field.

Accept Mode

Select from:

Automatic: Agent-to-agent chats are automatically accepted without requiring the agent to click the icon.

Manual: Agent-to-agent chats require the agent to click the icon.

Accept mode affects only collaborative chat.

Access the Personalize Chat page using the following navigation path:

PeopleTools > MultiChannel Framework > Universal Queue > Administration > Define MCF Agents > Agent Messages

This example illustrates the fields and controls on the Personalize Chat page. You can find definitions for the fields and controls later on this page.

 Personalize Chat page

An agent can create personalized responses in addition to the system responses that are defined for each queue.

Field or Control

Description

Response ID

Responses, except those that are identified by Other, are linked to specific events. These responses are always sent on these events from this agent. If an agent does not have a customized response for a specific event, the response is read from a default value that is set in the Message Catalog. The response text that is set here overrides the default text that is set in the Message Catalog.

Select from:

  • Abandon: A chat is abandoned when a chat initiator closes the chat window before the chat is accepted by an agent. This message appears when the agent accepts the abandoned chat.

  • Accept: This response is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that does not include a question.

    If the chat request includes a question, the agent's Answer Question text is sent in response instead of the Accept response.

  • Answer Question: This response is automatically sent to the chat initiator when an agent accepts a chat in response to a chat request that includes a question.

  • Deny: This response applies only to collaborative chat. If an agent elects not to accept a chat, this message is automatically sent to the chat initiator.

  • End: If either party quits a chat after the chat is accepted, this message is displayed from the agent.

  • Forward: If the agent forwards a chat session to another queue, this message is sent to the customer.

  • Other: These messages are never automatically sent in a chat session. Their message names appear in the Template Messages drop-down list box on the agent chat page. These messages are appended to the template messages (chat responses) that are defined for the queue.

Response Name

This name appears in the agent's template response drop-down list box.

Response Text

Enter the response text to appear in the chat window.

Access the Static Push URLs page using the following navigation path:

PeopleTools > MultiChannel Framework > Universal Queue > Administration > Define MCF Agents > Agent Push URLs

This example illustrates the fields and controls on the Static Push URLs page. You can find definitions for the fields and controls later on this page.

 Static Push URLs page

This page defines URLs that this agent can send to a client browser. These URLs are in addition to the URLs that are defined in the queue configuration page.

Field or Control

Description

URL Name

The URL name appears in the agent's static URL drop-down list box.

URL Description

This description appears only on this page, to further describe this URL or, for example, its reason for inclusion.

URL

Enter the queue push URL.

The URL must include the opening http:// and any required parameters.

All static URLs that are defined for the agent are downloaded when the agent launches the agent chat console by accepting a customer chat. Static URLs are not available in collaborative chat.

If you send a PeopleSoft Pure Internet Architecture URL, be sure that the recipient has permissions to access that portal , node, or page.

Access the Miscellaneous page using the following navigation path:

PeopleTools > MultiChannel Framework > Universal Queue > Administration > Agent > Miscellaneous

This example illustrates the fields and controls on the Miscellaneous page. You can find definitions for the fields and controls later on this page.

 Miscellaneous page

Field or Control

Description

When task is unassigned

Select from the following values the action that occurs when a task that is assigned to an agent is unassigned:

  • Prompt whether to close window (default).

  • Close the task window.

  • Do not close the task window.

Trace Level

Select from the following log trace levels:

  • 0 - None

  • 1 - Information

  • 2 - Debug

If a value other than 0 is selected, a tracer window appears to display activities and events on the chat or MultiChannel Console for debugging purposes.

Tunnel Refresh Frequency

Specify the number of communications to the Real-time Event Notification (REN) server before a refresh occurs for a browser-based client. Default refresh frequency is 10000. You can configure the field depending on the memory available to the client.  A higher value will use more memory, but will allow a longer time between refreshes.

Limit debug tracer log size

This check box is enabled when the value entered for Trace Level is not 0. Select this check box to enable the agent to clear the tracer log based on Number of messages to save and Number of messages to allow.

If the check box is deselected, the tracer log will not be cleared and the Number of messages to save and Number of messages to allow will be disabled.

Number of messages to save

Specify the minimum number of recent tracer log messages that should be maintained in the tracer window.

Number of messages to allow

Specify the maximum number of tracer log messages that will be maintained in the tracer window.

Note: Number of messages to save and Number of messages to allow fields are required if the Limit debug tracer log size check box is selected.

Limit Debug Tracer Log Size Example

This table lists the values entered on the Miscellaneous page:

Field

Value

Trace Level

2 - Debug

Limit debug tracer log size

Selected

Number of messages to save

25

Number of messages to allow

100

Based on these values, the first 75 messages will be cleared from the tracer window after 100 messages are logged. It will retain the most recent 25 messages for the agents reference. This process will repeat for every 100 messages that are logged in the tracer. The maximum number of messages is the tracer window at any one point in time is 100.