Introduction

Lab Objective

In this lab we will complete all configuration required to route emails and chats into WxCC. You will be able to send an email to the Contact Centre and be able to accept/respond to the email by logging in as an agent. You will also have the ability to start a chat session with an agent from an embedded chat bubble on a website

Pre-requisites

An Email account to be used in WxCC. It may be required to create an email in gMail or Office 365 for your Gold Tenant.
Portal and Agent Desktop URLs and credentials.
Lab 1 to 3 must be completed before starting Lab 4 as configuration done on previous labs is expected to be completed.

Quick Links

Control hub: https://admin.webex.com
Portal: https://portal.wxcc-us1.cisco.com/portal
Agent Desktop: https://desktop.wxcc-us1.cisco.com
Gmail: https://mail.google.com/
w3schools JS Tryit Editor: https://www.w3schools.com

Lab 4 Part 1: Email Configuration

In this part, we will be configuring Email Account settings to ensure WxCC can fetch emails correctly. Then we will complete all required WxCC Portal configurations, Entry Point, Queue, corresponding Routing strategies, Routing rules and Email Template so that emails can be routed to an Agent.

1. Setup test email account (Gmail example)

A GMAIL account is provided for this lab purpose please check the POD information that has been shared with you. Please reach out to your lab proctors if you have any issues.

Follow the instructions below to set the necesary settings on the GMAIL account:

Open a new browser tab and login to your Gmail account.
Click on settings icon on top right corner -> Select See all settings.
Click on Forwarding and POP/IMAP and enable POP Download and IMAP access.
Click on Google Apps icon on top right corner -> Select Account.
Select Security option and turn ON the Less secure app access.
Use this link to disable captcha for the account and click Continue.

2. Email Entry Point, Queue and Routing Strategy

2.1 Email Entry point

Login to WxCC Portal and go to Provisioning -> Entry Point/Queues -> Entry Point.
Click New Entry Point and enter the respective values and click save.

Configuration field	Suggested Value
Name	`EP_email_<ID>`
Channel Type	`Email`
Service Level Threshold	`24 hours`
Time Zone	`Default`

2.2 Email Queue

Access the menu Provisioning -> Entry Point/Queues -> Queue.
Click New Queue and enter the respective values.

Configuration field	Suggested Value
Name	`Q_email_<ID>`
Channel Type	`Email`
Service Level Threshold	`1 hours`
Maximum time in Queue	`24 hours`
Time Zone	`Default`

Click Add Group in Email Distribution and select the team intended for email distrubution. This should have been created earlier.

2.3 Email Entry point routing strategy

Click Routing Strategy menu item which cross launches the routing strategy configuration webpage.
Select the EP_email_<ID> created earlier click on New Strategy button.
Enter the Suggested Routing strategy name RS-EP_email_<ID>.
Proceed to configure the account connection setting by clicking Add Email Account.
Configure the assigned GMAIL email account settings as below and Save.

Configuration field	Suggested Value
Email Address	GMAIL example
Incoming Protocol	`IMAP`
Incoming Host	`imap.gmail.com`
Inbound Encryption	`SSL`
Inbound Port Number	`993`
SMTP Server	`smtp.gmail.com`
Outbound Encryption	`SSL`
Outbound Port Number	`465`
Username	GMAIL email address
Password	GMAIL password
Maximum Attachment size	`25 MB`
Attachment Limit	`3`
Mail Delay	`60 Seconds`
Maximum Messages/Cycle	`10`

Click on Add Routing Rule and enter your routing rules and Save. The content in the subject line helps in subject line-based routing. A combination of ‘And’ and ‘Or’ rules can be applied. However, both ‘And’ and ‘Or’ can’t be added to the same rule.

Configuration field	Suggested Value
Routing Rule Name	`Sales Email Routing`
IF Email Subject Contains	`Sales`
THEN Queue To	`Q_email_<ID>`

Finally select the queue from the drop-down list for the default routing as Q_email_<ID> and click Save.

3. Email Template

Back in the Routing strategy list view, click the Resources menu at the top and then choose Predefined Emails.
Click on the New button.
Use the insert macro’s option to add the customer name and agent name and their defaults. Also add text as appropriate to the template and save. The template will now be available to all agents to use.

Example:

Hello ${CustomerName},

<Required Information>

Regards,

${AgentName}

Note: A Predefined Email provides agents with an email outline that can be modified or sent directly to customers. There is currently a limit of one Predefined Email per organization. If its status is set to Active, the Predefined Email will automatically appear in all new agent emails.

4. Test Email customer and agent experience

Send test email from your personal or work email account to the configured email with the subject of Sales
You can verify that email reaches GMAIL account by checking the previously open tab.
If you haven’t done so, login to WxCC agent desktop as Agent 1.
Once the agent goes Available, the Email will be offered to the agent.
Click Accept to handle the email.
Click Reply or Reply All to reply to the email and enter the body of the email and hit send button.
Add wrap up code and close the task.

Part 2: Chat Configuration

Chat configuration is divided between to configuration interfaces:

Webex Control Hub contains configuraiton for the Chat Template look and feel and schedule. It also contains configuration so you can plug a Virtual Agent to your chat but this configuration is outside the scope of this lab.
WxCC Portal allows you to configure Chat Entry Point and Routing Strategy and the Queue which will distribute Chats to your agents.

1. Chat Entry Point, Queue, Template and Routing Strategy

1.1 Chat Entry Point

Login to WxCC Portal and go to Provisioning -> Entry Point/Queues -> Entry Point.
Click New Entry Point and enter the respective values and click Save.

Configuration field	Suggested Value
Name	`EP_chat_<ID>`
Channel Type	`Chat`
Service Level Threshold	`60 seconds`
Time Zone	`Default`

1.2 Chat Queue

Access the menu Provisioning -> Entry Point/Queues -> Queue.
Click New Queue and enter the respective values.

Configuration field	Suggested Value
Name	`Q_chat_<ID>`
Channel Type	`Chat`
Service Level Threshold	`60 seconds`
Maximum time in Queue	`1800 seconds`
Time Zone	`Default`

Click Add Group in Chat Distribution and select the earlier created team who is fielding chat requests

1.3 Chat template

Switch web interface to Webex Control Hub.
From the left side menu click Contact Center and make sure the Features tab loads.
Click New -> Chat Template and enter the respective values.

Configuration field	Suggested Value
Provide a unique name for your chat template	`ChatTemplate_<ID>`
Choose a preconfigured entry point	`EP_chat_<ID>`
Proactive Prompt	`Disabled`
Off-Hours	`Enabled`
Virtual agent	`Disabled`
Feedback	`Enabled`

Click Next to configure the Off-Hours for this Chat template, what message will be shown to customers during off-hours and what are the Business Hours associated to this Chat Entry Point and Template. Feel free to adjust the settings according to your liking.

Configuration field	Suggested Value
Message	`We are currently offline. Please try again during our business hours.`
Business Hours	`Monday-Friday 24 hours, Timezone America/New_York`
Timezone	`United States: America/New York`

Click Next and configure the look and feel of the chat template entry form. This will be what customers have to fill in to start a chat. Explore the different Attributes by clicking on them. Name, Email, ‘How may I assist you?’ and ‘Additional details’. The only one you must edit in this Lab exercise is How may I assist you?, click on it and fill in the following field:

Configuration field	Suggested Value
Add category Options	`Sales` (Press Enter key)

Click Next to show the Branding and Identity options and Status Messages which can be edited to meet the look and feel you are looking for in your template.
Click Next to move to the next screen where you can customise the text for your chat template Feedback form.
Click Next and then Finish to complete the chat template creation.
Click Download Embed Code option to save the Chat_Code_Snippet text file. The code in that text file can be embedded into your website or used in any web based HTML+Javascript editor like the one found here.

1.4 Chat Entry point routing strategy creation

Go back to WxCC Portal and click Routing Strategy menu item which cross launches the routing strategy configuration webpage.
Select the EP_chat_<ID> created earlier click on New Strategy button.
You will notice that Chat template field will be pre-populated with the chat template we configured and the Schedule we assigned.
Enter the Routing strategy name as RS-EP_chat_<ID>.
In Chat Reason Mappings select Q_chat_<ID> as the queue assined to the Sales category we created in previous step.
Click Apply and then Click Save.

2. Predefined Chat Responses

Back in the Routing strategy list view, click the Resources menu at the top and then choose Predefined Chat Responses.
Click on the New button and enter the respective values and click Save.

Configuration field	Suggested Value
Response Name	`PredefinedResponse_<ID>`
Status	`On`
Language	`English`
Queue	`All`
Content	`Hi, how can I help you today?`

Optionally, add more predefined chat responses for a more realistic scenario when testing

3. Test Chat customer and agent experience

Navigate to a HTML+Javascript online editor like this.
Copy the code in Chat_Code_Snippet text file downloaded earlier and paste it after the <body> html tag. You should have the following on the left side of the editor (if using w3schools one).

<!DOCTYPE html>
<html>
<body>
<script>
    //Name of the Customer Support Template: ChatTemplate_<ID>
    //Name of the Organisation: <POD Name>
      (function(document, script) {
      var bubbleScript = document.createElement(script);
      e = document.getElementsByTagName(script)[0];
      bubbleScript.async = true;
      bubbleScript.CiscoAppId =  'cisco-chat-bubble-app';
      bubbleScript.appPrefix = '';
      bubbleScript.DC = 'produs1.ciscoccservice.com';
      bubbleScript.orgId = '<your org ID>';
      bubbleScript.templateId = '<your template ID>';
      bubbleScript.src = 'https://bubble.produs1.ciscoccservice.com/bubble.js';
      bubbleScript.type = 'text/javascript';
      bubbleScript.setAttribute('charset', 'utf-8');
      e.parentNode.insertBefore(bubbleScript, e);
      })(document, 'script');
    </script>
The content of the body element is displayed in your browser.
</body>
</html>

Click on the Run button, a Chat bubble button should appear at the bottom right of the browser window.
Fill in the Chat form.
If you haven’t done so, login to WxCC agent desktop as Agent 1.
Once the agent goes Available, the Chat will be offered to the agent.
Click Accept to handle the email.
Test the Predefined Chat Response functionality and sending messages and attachments. Complete the chat when done.

Lab 4: Email and Chat Configuration

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