GenesysDX Articles

Bold360 version 21.11 contains the following new enhancements:

New KB Launchpad Intent Library for COVID-19/Vaccinations

In order to help businesses with providing just-in-time information related to updates to COVID-19 and vaccination protocols, a new entry in the KB Launchpad is now available with intents that can be used to deploy knowledge to keep your workforce informed of new policies and information that you may need to enforce.

Not familiar with the KB Launchpad? The KB Launchpad contains pre-defined intent libraries to help you add industry and use-case specific questions/intents to your KBs with your own specific responses to help with adding commonly asked questions for newly created KBs.

We will be enabling the KB Launchpad as a default setup option on all accounts shortly but contact your Account or Success Manager to get it enabled early if necessary.

ICO Cookie Compliance

In order to support ICO cookie compliance in regions that require end-user consent for allowing cookies to be set, Genesys DX now complies with this standard by making the tracking and analytics related cookies that are set through the touchpoint and visitor monitoring HTML snippets to be optional.

By default, all cookies will continue to be set upon page load. To restrict these cookies from loading automatically and only upon end-user consent, additional steps will be required on the website that the Genesys DX code is being deployed to.

You can learn more about what this compliance is and how to update your Genesys DX deployment to be compliant by reviewing the details in this article: ICO Cookie Compliance.

How do I configure a conversational widget?

Once you have set up all the necessary providers, you can configure and deploy the conversational widget to start using the Digital DX Rapid Helpdesk solution.

Make sure you have integrated Digital DX with ServiceNow as described here and have also set up the necessary providers.

  1. Make sure you have the widget configuration files to complete the steps that follow.

    You should have a servicenow-rapid-help-desk folder which contains a widget-settings.json file. If you don't have this file, complete the steps in this article before you proceed.

  2. Log in to Digital DX AI and go to Touchpoints > Widgets > Floating Widget > Personalize and select Add new URL.
    1. On the dialog that appears, name the widget in the Enter customization URL field.
    2. Under Copy configuration from, select File and load the widget-settings.json file.
    3. Choose Save.

  3. On the Conversation tab, update the article IDs in the Persistent menu value field.

    To find the article IDs, go to Knowledge > Articles and open the Create an incident article. You can find the ID next to Content as well as at the end of the URL. Find the ID for the Follow up on an existing incident article too.

  4. On the FAQ tab, select Label: faq in the answers from drop-down.
    Note: At this point, your widget is ready for use, you can deploy it on your website. The steps that follow show how you can change some of the basic settings of the widget so that you can set up a more personalized experience.
  5. On the Basics tab, select Right for Dock Position to position your widget from left to right on your website.

    You can see the change in the Widget Preview on the right-hand section of the page.

  6. On the Basics tab, update the widget's branding as needed.
    1. Change the Primary color as required.
    2. Modify the Title.
    3. Select an article in the Auto Question (opened on load) field to set up the widget to display a specific article to the visitor when they open the widget.

  7. On the Position and Size tab, change Minimized widget mode to Normal.

    By default, the widget is a round chat icon. If you want to keep the round chat icon, skip this step.

    Complete this step if you want to change the widget to a What can I help with? box.

    Note: To change the What can I help with? text, go to the Basics tab and enter the text of your choice in the Title (minimized) field.
  8. Save your changes.
What's Next? Continue in Digital DX Agent to generate the widget code and deploy the widget on your website!

How to add users

As a part of setting up your Digital DX Rapid Helpdesk, log into your AI Console and add users as required.

If you don't want to add any new users, you can skip this step and proceed to configuring your widget.

  1. In the AI Console, go to Admin Center > Users.
  2. Choose Add new user.
  3. Specify a username, enter the user's email address and provide the user's real name.
    Important: Make sure the email address you provide is valid and unique to this user in the system.
  4. Select a user role.
    • Account Manager: Can control any aspect of the Digital DX AI account, that is, access the analytics, answer tickets, manage the knowledge base. You can't change the advanced credentials for an account manager.
    • Account Watcher: Provides read-only privileges, that is, the user can only review the knowledge base and the analytics, but they can't answer tickets.
    • Agent: Can only answer tickets, can't review the analytics.
    • Knowledge Base Manager: Can edit the knowledge base, manage users and review the analytics.
      Note: See How to choose a role for a user? for more information about these roles.
  5. Select Add/Update to add the new user.
What's next? Configure the widget.

How to add providers

Once you have integrated Digital DX with ServiceNow, you can set up the providers in Digital DX AI to continue setting up your Digital DX Rapid Helpdesk solution.

Make sure you have integrated Digital DX with ServiceNow as described here.

Note: You need Account Manager privileges in Digital DX AI to complete the steps that follow.
  1. Make sure you have the provider configuration files to complete the steps that follow.

    You should have a servicenow-rapid-help-desk folder which contains a providers folder with the following files in it:

    • create-incident.get.js
    • create-incident.detect.js
    • get-open-incidents.get.js
    • get-incident.get.js
    • get-incident.detect.js
    • update-incident.get.js
    • update-incident.detect.js
    If you don't have these files, complete the steps in this article before you proceed.
  2. In the AI Console, go to Admin Center > KB Setup > Providers.
  3. Choose (Add provider).

    Result: The Add Provider dialog is displayed.

  4. On the Add Provider dialog, provide a name for the provider and select Node JS for Provider Type.

    Example: Enter CREATE_INCIDENT as name for the create incident provider.

  5. On the Get Entities Code tab, copy and paste the code from the relevant file.

    Example: For the create incident provider, copy and paste the code from the create-incident.get.js file. You can use Notepad to open the file.

    Note: Make sure you have the code available in the file only in the field on the Get Entities Code tab, that is, delete any code that's in there by default.
  6. Choose Save and Publish and confirm.
    Tip: If the Save and Publish button is not active, try clicking on the tab to make it clickable.
  7. On the Detect Entities Code tab, copy and paste the code from the relevant file, choose Save and Publish and confirm.

    Example: For the create incident provider, copy and paste the code from the create-incident.detect.js file. You can use Notepad to open the file.

    Note: Make sure you have the code available in the file only in the field on the Detect Entities Code tab, that is, delete any code that's in there by default.
  8. On the Supported Entities tab, add the required entities.

    Example: For the create incident provider, add the entities as they are in the following table:

    Table 1. Entities for Create Incident provider
    Name Dependencies Dialog prompt for this entity
    CREATE_INCIDENT_MESSAGE CREATE_INCIDENT_SHORT_DESCRIPTION, CREATE_INCIDENT_DESCRIPTION, SN_USER_ID Sorry, there was an error creating your incident. Please try again.
    CREATE_INCIDENT_SHORT_DESCRIPTION   Please provide a <b>short description</b> for the incident.
    CREATE_INCIDENT_DESCRIPTION CREATE_INCIDENT_SHORT_DESCRIPTION Thank you. Please provide a <b>description</b> for the incident.
    SN_USER_ID SN_USER_EMAIL Sorry, there was an error creating your incident. Please try again.
  9. Save the provider.

How do I deploy a conversational widget on my website?

Once you're done setting up your Digital DX Rapid Helpdesk widget, you need to complete some configuration steps in Digital DX Agent before you can deploy it on your website and start using it.

Make sure you have set up a conversational widget as described here.

To deploy the Digital DX Rapid Helpdesk widget, you'll have to complete some configuration steps in Digital DX Agent. Depending on how you want to use the Digital DX Rapid Helpdesk solution, you have the following options:
  1. If you don't want to add live chat, complete the steps below to configure Digital DX Agent to be able to generate the widget code and deploy it to your website.
  2. If you want to add live chat, skip these steps and proceed to these instructions.
Note: You might need assistance from a web developer to deploy the widget code on your website.

In Digital DX Agent, complete the following:

  1. Create a Chat Window
  2. Create a Floating Chat Button
  3. Once you have the widget code, copy and paste the it into your favorite text editor.

    We recommend you deploy the code to a staging site first. When you're done, send the code pasted into a text file to your web developer so they can add it to all pages on your live website!

    Note: If you're deploying to staging using your staging knowledge base first, you need to repeat the sequence of steps for your production knowledge base too when you're ready to deploy to production.
    Note: If you choose to change any of the settings (colors, font, etc.) after you have deployed the widget to your site, you can simply change them in the widget configuration in Digital DX AI without having to redeploy the code. You can preview your changes in the Widget Preview before choosing Save to deploy to your live site.
  4. Create a custom widget in ServiceNow.

    For more information refer to ServiceNow's documentation.

  5. Add the widget you created in ServiceNow to a page.
    • No changes are required to the HTML template module.

    • Paste the following Digital DX server script into the server script module:

      (function() { 
        var uID = gs.getUserID().toString(); 
        var uGr = new GlideRecord('sys_user'); 
        uGr.get(uID); 
        var boldObject = { 
      userEmail: uGr.email.toString() 
        }; 
        data.boldObject = boldObject; 
      })();
    • Paste the following Digital DX  client script:
      api.controller=function() {var c = this; window.boldObject = c.data.boldObject || {};};
      • Paste the Digital DX  chatbot code snippet into the client controller module.

Congratulations! You have completed all necessary steps, your widget should be up and running!

What's Next?

Here are a few things you can do now:

  • To learn more about Digital DX AI, see these training videos.
  • See How do I import my knowledge base from ServiceNow? to learn how you can import articles from ServiceNow.
  • If you're interested in building upon your existing digital engagement strategy, you can add live chat to your Digital DX Rapid Helpdesk solution with Digital DX Agent. If you have already signed on to add Digital DX Agent to your Digital DX Rapid Helpdesk deployment, follow these instructions.

How to integrate Digital DX AI with ServiceNow

As a first step in setting up the Digital DX Rapid Helpdesk solution, set up the ServiceNow NodeJS provider integration in Digital DX AI.

Make sure you have completed the following:
  • Created an API key in Digital DX AI that has access to your knowledge base and has write permissions for knowledge base
  • Set up OAuth in ServiceNow and have your OAuth API endpoint client ID and secret ready
  • Created a user in ServiceNow that will be making the requests to the API on behalf of the user
For more information see ServiceNow's documentation here.

The Digital DX Rapid Helpdesk includes a bot that enables users to do the following in ServiceNow:

  • Create a new incident
  • Update an existing incident
  • Check the status of an existing incident
  1. Download the relevant executable file.
    • If you are using Windows, download this file.
    • If you are using macOS, download this file.
    Important: The executable file is going to generate some files in the same folder where you download it. Make sure you have write access to this folder.
  2. Download the sample configuration file.

    You can use this file to provide the data the script needs:

    Table 1. Name mapping between json template and script
    Name in json file Name in script
    instanceName ServiceNow instance name
    clientId
    Note: If you use basic authentication, you can delete this name from the file.
    OAuth API Endpoint Client ID
    clientSecret
    Note: If you use basic authentication, you can delete this name from the file.
    OAuth API Endpoint Client Secret
    username ServiceNow username
    password ServiceNow password
    bold360Account Digital DX AI Account
    bold360Kb Digital DX AI Knowledge Base
    bold360ApiKey Digital DX AI API key
    Important: If you decide to use this file, make sure you rename it to config.json so that the script recognizes it.
  3. Run the script.

    If you downloaded the configuration file and provided the required values in it, all values will be populated automatically in the script. If not, provide the following when prompted and press Enter:

    • ServiceNow instance name
    • Select authentication method between basic and OAuth
    • OAuth API Endpoint Client ID if you selected OAuth as authentication method
    • OAuth API Endpoint Client Secret if you selected OAuth as authentication method
    • ServiceNow username
    • ServiceNow password
  4. This executable is going to create all the required articles for the bot in your knowledge base in Digital DX AI.

    If you downloaded the configuration file and provided the required values in it, all values will be populated automatically in the script. If not, provide the following when prompted and press Enter:

    • Digital DX AI Account

      Your Digital DX AI account name is what comes before nanorep.co in your Digital DX AI account URL.

    • Digital DX AI Knowledge Base

      You can see what your knowledge base is called at the top of the menu on the left in Digital DX AI.

    • Digital DX AI API key

      Make sure your API key has access to the knowledge base you specified in the previous step and has write permissions for knowledge base.

    Result: Once the script is done running, you'll see Done in the command line. You can close the script.

You should have a folder named servicenow-rapid-help-desk in the folder where you downloaded the executable file and it contains the following:
  • a providers folder with the following files in it:
    • create-incident.detect.js
    • create-incident.get.js
    • get-incident.detect.js
    • get-incident.get.js
    • get-open-incidents.get.js
    • update-incident.detect.js
    • update-incident.get.js
  • a widget-settings.json file.
You'll need the contents of the providers folder when setting up the providers. The widget-settings.json file is for configuring the widget.

The script also added all the required articles to your knowledge base.

What's Next? Set up the providers.

ACD Summary report

This reports shows Automatic Distribution performance in your environment.

Fastpath: report.boldchat.com > New Report > Chat > ACD Summary

Includes total chats assigned automatically to agents (offered), the number of chats that ended before the agent could answer it (abandoned), and the number of chats taken away from an agent and given to another because the customer's wait time exceeded your threshold (reassigned), chats that went unanswered and answered. The report also includes useful operational data like average message count, the average duration of chats, and the maximum number of customers waiting in queue and the maximum wait time for any chat.

Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same agents more than once, it nonetheless shows in the report as one chat.

Offered
Chats started from a clicks or invites.
Abandoned
Chats started and ended but never answered.
1st Answer
Chats answered the by the first agent it is assigned to.
Reassigned
Chats reassigned from the agent it had been assigned.
ASA
Average Speed to Answer for Answered Chats. Time from when the chat Started to the time it was Answered by the agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends, specifically, all the time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent.
AMC
Average Message Count for answered chats.
Max #
Maximum size of chat queue.
Max Time
Maximum wait time for any abandoned or answered chats.
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

Chat Assignment report

Analyze the flow of chat-work across your organization.

Includes data for chats that were assigned by Automatic Distribution, re-assigned by the AD, and/or transferred by another agent.

Tip: Offered, abandoned, and reassigned chats are counted only once. For example, if the same chat was abandoned by the same operators more than once, it nonetheless shows in the report as one chat.
Fastpath: report.boldchat.com > New Report > Chat > Chat Assignment
Offered
All chats assigned to an agent or department.
Answered Chats
All chats answered by a live agent.
Transferred
All chats transferred by an agent or ACD.
ACT
Average Chat Time for answered chats that were transferred. Time from answering to transfer.
AMC
Average Message Count for answered chats that were transferred.
ASA
Average Speed to Answer for answered chats. Time from agent receiving assignment to the time it was answered.
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

Facebook Messenger Login reports

See the amount of time that your agents spent on handling Facebook messages.

Fastpath: report.boldchat.com > New Report > Login

Trouble logging in to your Facebook account?

FB Messenger Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Facebook Messenger conversations. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by Digital DX client application is also included.

Reported data:

Operator
Name of the agent.
FB Messenger Available - Total
The total time the agent spent in available status.
FB Messenger Available - .NET
The total time the agent spent in available status in the Desktop Client.
FB Messenger Available - Web
The total time the agent spent in available status in Agent Workspace.
FB Messenger Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
FB Messenger Away - Total
The total time the agent spent in Away status.
FB Messenger Away - .NET
The total time the agent spent in Away status in the Desktop Client.
FB Messenger Away - Web
The total time the agent spent in Away status in Agent Workspace.
FB Messenger Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

FB Messenger Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Facebook Messenger conversations. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Chat reports involving a chatbot

For Digital DX AI subscribers, some report data include conversations with the chatbot. To understand the impact of conversations that involve the chatbot, the following must be considered.

  • Available means that a live agent was available for chat when the conversation started. Any conversation where the customer only chats with the bot are disregarded from reports on availability.

  • Unavailable counts chat button clicks when no one is logged in as available. Since the chat bot is always available, this number will always be 0 for chats channeled from the bot. When counting unavailable agents, Digital DX checks specifically for ChatType 3, whereas bot chats are of ChatType 8 ("API initiated").
  • A chat is Created when the customer opens the chat window. Hence any report detail that calculates time from chat creation includes conversations with the bot.

  • A chat is Started when the bot answers the customer. When the customer requests help from a live agent and fills in the pre-chat form if there is one, then Start time of the chat is reset.

  • A chat is Abandoned in the following cases:

    • the customer opened the AI chat window but did not chat with the bot.
      Note: When the customer opens an AI chat window, the chat is assigned to the bot operator. Therefore, those reports that filter out the bot operator, will not include this chat.
    • the chat was transferred from the bot to a live agent and the customer was presented with a pre-chat form but the window was closed without filling in the pre-chat form. In this case, the chat is not assigned to an operator, so it appears as <None> in the Operator column of reports grouped by Operator
  • An Unanswered chat was never answered by a live agent. Unanswered chats include all conversations where the customer chatted with the bot but the conversation was never transferred to a live agent.

  • Unanswered Time also includes all conversations where the customer chatted with bot but the conversation was never transferred to a live agent.

  • Conversations with the chatbot are also included in the Average Message Count (AMC).

  • Average Speed to Answer (ASA) calculates time from chat Started to Answered by a live agent. Conversations with only the bot are disregarded.

  • Average Chat Time (ACT) for answered chats does not include time when the customer chatted with the bot. It only considers time from the live agent accepting the chat to ending the chat.

The following reports are affected by conversations with the chatbot:

Service-Level Analysis report

See a quick report on the customer support your agents provide.

Fastpath: report.boldchat.com > New Report > Chat > Service-Level Analysis

Answered

See how quickly your organization is answering incoming chats. For all answered chats, the number and percent answered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Unanswered

See how long you're keeping would-be chatters waiting until they give up on reaching an agent. For all unanswered chats the number and percent that were unanswered within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Chat Duration

See how much time your chats are taking from start to finish. For all answered chats, the number and percent that lasted within various amounts of time. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or agent.

Average Time in Queue

Average Time in Queue answers the following question: How many chats were in the unassigned queue for various amounts of time before being assigned? Each row represents a date, period, or agent. Each column is an amount of time. For a given date, period, or agent, each cell is the number of chats that waited the given amount of time before assignment.

  • Time in queue represents the time from when the customer initiates a chat request (or submits a chat form) until the chat is assigned to an agent, abandoned, or closed
  • The time when a chat is assigned is not the same as when it is accepted by the agent
  • Results also include closed chats (abandoned, not assigned)
  • The Immediate column includes chats that enter the queue and are assigned in less than 2 seconds
  • For chats that are reassigned, time spent in queue is cumulative (each chat is represented only once, but the value in the appropriate time column is the total time spent across all queues)
  • To view time spent in an individual agent's or department's queue for chats that are reassigned, you must filter by agent or department
  • When filtering by agent and grouping by Last Operator, time values represent time in the filtered agent's queue, not the last agent's queue
Note: For Digital DX Service subscribers, the calculation method of certain chat report metrics are affected by conversations with the chatbot as described in Chat reports involving a chatbot. When no custom operator filters are selected, chats assigned to the chatbot are excluded from report.

How can I run a saved report?

Digital DX AI allows you to reuse saved or pre-defined reports. The saved reports are either defined globally as part of Digital DX AI as a product, or at your account level.

For more information on how to create and save a new report, see How can I generate my own reports in Digital DX AI?.

To run a predefined report do the following:

  1. Go to Analytics > Reports.
  2. Select the report of interest from the-drop down list.

  3. Define the date range and refine the field definitions.
  4. Run the report.

    Result: The report will be displayed on the same page, and it can also be downloaded as a CSV or Excel file.

  5. The download can be provided in full detail or if you want the summary view as presented on the screen, select the export view to Excel option.

To save a report for future use, select Save, define the name of the report and save it.

SMS Login reports

See the amount of time that your agents spent on handling text messages.

Fastpath: report.boldchat.com > New Report > Login

SMS Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling SMS. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away.

Reported data:

Operator
Name of the agent.
SMS Available - Total
The total time the agent spent in available status.
SMS Available - .NET
The total time the agent spent in available status in the Desktop Client.
SMS Available - Web
The total time the agent spent in available status in Agent Workspace.
SMS Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
SMS Away - Total
The total time the agent spent in Away status.
SMS Away - .NET
The total time the agent spent in Away status in the Desktop Client.
SMS Away - Web
The total time the agent spent in Away status in Agent Workspace.
SMS Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

SMS Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling SMS. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

How to use reporting in Digital DX

You can generate reports based on predefined report templates. Some reports are available only with Premier or Enterprise.

Except where noted, reports are available for all editions using both the Web Reports site and the Desktop Client. We encourage you to use Web Reports due its powerful sorting and filtering options.

Tip: The Desktop Client exports data in CSV format. To ensure CSV compatibility, set your region under Setup > General Account Settings > Region before exporting.
Note: All Email reports and most Chat reports offer up to four Department filters:
  • Department (Operator membership) ? Show chats/emails assigned to an operator who belongs to this department
  • Department (First assignment) ? Show chats/emails that were assigned to this department before any other
  • Department (Last assignment) ? Show chats/emails that have this department as their most recent assignment
  • Department (Any assignment) ? Show chats/emails that were assigned to this department at any time
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific operator. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an operator.
      • When ACD is on and a chat is assigned to an offline department but not to an operator. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.)

For detailed information on reports, see the complete list of Digital DX reports.

Facebook Messenger Login reports

See the amount of time that your agents spent on handling Facebook messages. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > Login

Trouble logging in to your Facebook account?

FB Messenger Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Facebook Messenger conversations. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by Digital DX client application is also included.

Reported data:

Operator
Name of the agent.
FB Messenger Available - Total
The total time the agent spent in available status.
FB Messenger Available - .NET
The total time the agent spent in available status in the Desktop Client.
FB Messenger Available - Web
The total time the agent spent in available status in Agent Workspace.
FB Messenger Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
FB Messenger Away - Total
The total time the agent spent in Away status.
FB Messenger Away - .NET
The total time the agent spent in Away status in the Desktop Client.
FB Messenger Away - Web
The total time the agent spent in Away status in Agent Workspace.
FB Messenger Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

FB Messenger Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Facebook Messenger conversations. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Chat Login reports

See the amount of time that your agents spent logged in to and out of Digital DX.

Fastpath: New Report > Login

Chat Login Summary report

See the amount of time that your agents spent logged in to Digital DX.

For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away.

Reported data:

Operator
Name of the agent.
Chat Available - Total
The total time the agent spent in available status.
Chat Available - .NET
The total time the agent spent in available status in the Desktop Client.
Chat Available - Web
The total time the agent spent in available status in Agent Workspace.
Chat Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Chat Away - Total
The total time the agent spent in Away status.
Chat Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Chat Away - Web
The total time the agent spent in Away status in Agent Workspace.
Chat Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Chat Login Details report

See the time of day associated with both login and logout behavior of agents. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took: log in as Available or Away, log out.

Report availability: Enterprise

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

FB Messenger Assignment Status Summary report

This report provides the status of new messenger assignments assigned in the date range specified. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Assignment Status Summary

It includes details about the number of unanswered and answered messages for open as well as ended assignments.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

FB Messenger Status Summary report

This report provides the status of new conversations created in the date range specified. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Status Summary

It includes details about the number of unanswered and answered messages for open as well as ended conversations.

This report provides the status for new messages created in the date range specified. All new messages are accounted for in one of the categories to the right of the New column.

Dates with no new, answered, or closed messages are not displayed on the report. The first date in this report indicates the status of all text messages prior to the date range specified.

New
New messages created in the date range specified.
Unans/Open
New messages still unanswered and open.
Ans/Open
New messages answered and still open.
Unans/Ended
New messages currently closed and unanswered.
Ans/Ended
New messages currently closed and answered.

FB Messenger Assignment Activity Summary report

This report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages, along with average speed to answer and average time to end for answered. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Assignment Activity Summary
Sent
Messages sent in the specified date range.
Received
Messages received in the specified date range.
ATTR (HH:MM:SS)
Average time to respond for messages sent in reply to a received message.
Answered
Messages that were answered in the date range specified.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the date range specified that were answered at some time.
Ended Unanswered
Messages ended that have never been answered.
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended).

FB Messenger Activity Summary report

The report contains details such as the number of messages sent and received, average time to respond, number of answered, ended answered and ended unanswered messages, along with average speed to answer and average time to end for answered. Facebook Messenger reports are only available for Digital DX subscribers.

Fastpath: report.boldchat.com > New Report > FB Messenger > FB Messenger Activity Summary

See activity for a specified date range.

Sent
Messages sent within the specified date range.
Received
Messages received within the specified date range.
ATTR (HH:MM:SS)
Average time to respond for sent messages that were in reply to a received message.
Answered
Messages that were answered within the specified date range.
ASA (HH:MM:SS)
Average Speed to Answer for answered messages.
Ended Ans
Messages ended in the specified date range that were answered at some time.
Ended Unanswered
Messages ended that have never been answered
ATTC (HH:MM:SS)
Average Time to End for Answered, Ended messages (from Answered to Ended)

Email Login reports

See the amount of time that your agents spent on handling emails.

Fastpath: report.boldchat.com > New Report > Login

Email Login Summary

See the amount of time that your agents spent logged in to Digital DX to handle email. For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away. A breakdown by client application is also included.

Results are not returned for agents with no login activity.

Reported data:

Operator
Name of the agent.
Email Available - Total
The total time the agent spent in available status.
Email Available - .NET
The total time the agent spent in available status in the Desktop Client.
Email Available - Web
The total time the agent spent in available status in Agent Workspace.
Email Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Email Away - Total
The total time the agent spent in Away status.
Email Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Email Away - Web
The total time the agent spent in Away status in Agent Workspace.
Email Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Email Login Details

See the time of day associated with login and logout actions for agents handling email. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Results are not returned for dates with no login activity.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Email Login reports

See the amount of time that your agents spent on handling emails.

Fastpath: report.boldchat.com > New Report > Login

Reports' availability: Enterprise

Email Login Summary

See the amount of time that your agents spent logged in to BoldChat to handle email. For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away. A breakdown by client application is also included.

Results are not returned for agents with no login activity.

Reported data:

Operator
Name of the agent.
Email Available - Total
The total time the agent spent in available status.
Email Available - .NET
The total time the agent spent in available status in the Desktop Client.
Email Available - Web
The total time the agent spent in available status in Agent Workspace.
Email Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Email Away - Total
The total time the agent spent in Away status.
Email Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Email Away - Web
The total time the agent spent in Away status in Agent Workspace.
Email Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Email Login Details

See the time of day associated with login and logout actions for agents handling email. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Results are not returned for dates with no login activity.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

SMS Login reports

See the amount of time that your agents spent on handling text messages.

Fastpath: report.boldchat.com > New Report > Login

SMS Login Summary

See the amount of time that your agents spent logged in BoldChat with regards to handling SMS. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the agent.
SMS Available - Total
The total time the agent spent in available status.
SMS Available - .NET
The total time the agent spent in available status in the Desktop Client.
SMS Available - Web
The total time the agent spent in available status in Agent Workspace.
SMS Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
SMS Away - Total
The total time the agent spent in Away status.
SMS Away - .NET
The total time the agent spent in Away status in the Desktop Client.
SMS Away - Web
The total time the agent spent in Away status in Agent Workspace.
SMS Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

SMS Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling SMS. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

Ticket Login Reports

Fastpath: report.boldchat.com > New Report > Login

Ticket Login Summary

See the amount of time that your operators spent logged in BoldChat with regards to handling tickets. For a given date range, this report shows the number of hours and minutes each operator was logged in as either available or away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the operator.
Ticket Available - Total
The total time the operator spent in available status.
Ticket Available - .NET
The total time the operator spent in available status in the Desktop Client.
Ticket Available - Web
The total time the operator spent in available status in Agent Workspace.
Ticket Available - Mobile
The total time the operator spent in available status in the iPhone app or using the web client on a mobile device.
Ticket Away - Total
The total time the operator spent in Away status.
Ticket Away - .NET
The total time the operator spent in Away status in the Desktop Client.
Ticket Away - Web
The total time the operator spent in Away status in Agent Workspace.
Ticket Away - Mobile
The total time the operator spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Ticket Login Details

See the time of day associated with both login and logout behavior of operators with regards to handling tickets. The report can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that was logging in as available or away, or logging out.

Reported data:

Operator
Name of the operator.
Time
The time of changing the operator's status.
Client
The client where the operator's status was changed.
Action
The action that was taken to change the operator's status.

Twitter Login Reports

Fastpath: report.boldchat.com > New Report > Login

Twitter Login Summary

See the amount of time that your operators spent logged in BoldChat with regards to handling tweets. For a given date range, this report shows the number of hours and minutes each operator was logged in as either available or away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the operator.
Twitter Available - Total
The total time the operator spent in available status.
Twitter Available - .NET
The total time the operator spent in available status in the Desktop Client.
Twitter Available - Web
The total time the operator spent in available status in Agent Workspace.
Twitter Available - Mobile
The total time the operator spent in available status in the iPhone app or using the web client on a mobile device.
Twitter Away - Total
The total time the operator spent in Away status.
Twitter Away - .NET
The total time the operator spent in Away status in the Desktop Client.
Twitter Away - Web
The total time the operator spent in Away status in Agent Workspace.
Twitter Away - Mobile
The total time the operator spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Twitter Login Details

See the time of day associated with both login and logout behavior of operators with regards to handling tweets. The report can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that was logging in as available or away, or logging out.

Reported data:

Operator
Name of the operator.
Time
The time of changing the operator's status.
Client
The client where the operator's status was changed.
Action
The action that was taken to change the operator's status.

Chat Summary report

This report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition.

Fastpath: report.boldchat.com > New Report > Chat > Chat Summary
Note: You can download chat transcripts with the Digital DX API as described in the Digital DX Developer Center.

Reported data:

Total Clicks
All clicks of the chat button plus all accepted invitations.
Unavailable
All chats already in created status where chat was unavailable because of agent availability, hours of operation, or queue size limits. For information on chat statuses, see What is chat lifecycle?
Blocked
All clicks on chat buttons by those customers who have been blocked. See How to block customers during chat in the Agent Workspace.
Abandoned
All chats in created status that were not started, blocked, or unavailable (as described above). Most commonly, these are customers who were shown the pre-chat survey but failed to complete it.
Unanswered Chats
Chats that were started but were never answered. This happens either because the customer closed the chat window while waiting for an agent, or because the chat reached the Unanswered by agent timeout limit. You can set this timeout on the General tab of your chat window configuration. See How to set up timeout for unanswered chats.
Answered Chats
All chats that a live agent accepted and were moved to answered status.
AMC
Average Message Count for answered chats.
Unanswered Time
Time in queue for unanswered chats. Calculated as "chat ended" time minus "chat started" time for unanswered chats.
ASA
Average Speed to Answer for answered chats. Calculates the average time from chat started to answered by a live agent.
ACT
Average Chat Time for answered chats. Calculates the average time from the first agent answering a chat until it ends. ACT is measured for the final agent only.

If you need to look more closely at chat activity, use the Agent Activity report.

You can group and filter the report several ways in order to see the data from different perspectives.

When grouping by agent, note the following (for chats answered by multiple agents):

  • <None> in the Agent column represents chats that have not been assigned to an agent. This generally occurs if either agents were unavailable or the chat was abandoned and was never assigned to an agent.
  • All actions are reported as if executed by the final agent who answered the chat
  • The Answered value represents the number of chats for which an agent was the final assigned agent
  • The Answered Time of the first live agent handling the chat is counted toward the ASA calculation of the final agent who handled the chat

Department filters:

  • Department (operator membership) - Shows chats where the assigned agent or operator is a member of the selected department. For agents who are members of multiple departments, this also includes chats that were not assigned to the selected department, but to another department of the agent.
  • Department (initial assignment) -Shows chats where the first assignment was the selected department
  • Department (final assignment) - Shows chats where the last assignment was the selected department
  • Department (any assignment) - Show chats where the chat assignment history has assignments to the selected department
    • The Department (Any assignment) filter does not recognize chats that are assigned to a department but not to a specific agent. This may happen under certain circumstances:
      • When ACD is off and a chat is assigned to a department but not to an agent.
      • When ACD is on and a chat is assigned to an offline department but not to an agent. (Assignment to an offline department can happen manually, due to a rule, or when assignment is made to a department with a queue.) An offline department is where ACD cannot assign chats to agents because there are no agents currently available (they are away, their concurrency limit is reached, or the chat was started outside business hours).

What are the common details in reports?

Unavailable - no operator was available to take the chat

Blocked - user was blocked so could not start chat

Abandoned - user did not complete pre-chat survey

Unanswered - user left before receiving an answer

Answered - if None then it means an agent answered the customer, but then was transferred to another department, waited in a queue, and dropped before being assigned to an agent.

None in the Operator column may mean the following:

  • Chat ended with no agent assigned. Digital DX Agent reports look at the Ended state of a chat, so if it ended without assignment then it is registered under None.
  • Agent was deleted in the meantime, which is why we recommend disabling rather than deleting users.

What is Bold360 AI?

Bold360 AI is a customer engagement solution that uses Natural Language Processing (NLP) to learn about your customers? needs from the very first interaction with them.

With Bold360 AI you can build a help center where your customers can self-serve through a dynamic search bar and you can optimize dynamic search bar engagement with a chatbot.

When visitors hit a dead end or get lost in online FAQs, they either bounce or involve a costly human agent. Bold360 AI's dynamic search bars understand what your customers are looking for and deliver relevant results within seconds. Your customers won?t waste their time digging or your agents? time when not necessary.

The chatbot can answer simple, repetitive inquires that often eat up the majority of an agent's time. This allows customers to be served immediately, at any time of the day or night, and frees up customer service agents for more complex issues and higher-value work that require a human touch. Built with patented NLP, Bold360 AI chatbots understand, remember, and respond like humans, so your customers can get the help they?re looking for in a quick, personalized way.

When your chatbot needs to involve an agent, whether it?s to answer a complex request or hand off a high-value opportunity, the transition is seamless. Agents can clearly see what has occurred in the self-service interaction, so customers don?t have to repeat themselves. AI continues to help the agent as a virtual assistant, offering contextual information at the right time to resolve issues faster.

Instead of pre-loading a customer self-service solution with every possible knowledge base article you can think of, go with what you have and let Bold360 AI help fill the gaps. See what customers are asking in self-service interactions to know which questions need new or additional information. Your Bold360 AI chatbot also takes feedback from customers and agents to self-learn how to answer queries better over time.

Try Bold360 AI to see it in action. Get a Demo!

Bold360 AI platform, Bold360 Agent platform, BoldChat. What's the difference?

You are now at Bold360 AI's support site. Bold360 AI (formerly Bold360ai or Nanorep) customer engagement solution that enables your customers to self-serve.

Bold360 Agent is a web-based application for live agents. You can sign in at agent.bold360.com or admin.bold360.com, depending on whether you want to support your customers, or set up the support experience for your customers and agents. For information about Bold360 Agent, see the Bold360 Agent support site.

BoldChat users generally use the .NET-based BoldChat Operator Client, which is a standalone application available on Windows only. BoldChat users can also sign in to the web-based Bold360 Agent Workspace, (also known as Agent Workspace), but you must first contact your account manager or sales representative for assistance. For information on BoldChat, see the BoldChat support site.

Set agent permissions: Create or edit a permission group

Use permission groups to set the features and folders your agents can access. An agent's permissions depend on the rights and restrictions set for the group to which they are assigned.

  1. Create or edit a permission group, as follows:
    1. In the Web Admin Center, go to Organization > Permission groups. The Permission Group Management page is displayed.
    2. Select an existing permission group or click Create New.

    Result: The New/Edit Permission Group page is displayed.

  2. On the Account tab you can set the following permissions:
    Option Description
    Access agent list in monitor view Allow group members to view agents' workload in Monitor View.
    Access Audit Log Allow group members to view audit logs of the Admin Center on the General > Audit Log page. See View changes in the Admin Center.
    Access Automatic Chat Distribution Settings Allow group members to change settings on the Channel > Chat > Automatic Distribution page in the Admin Center. See How to automatically activate chats (Automatic Chat Distribution).
    Access Automatic Email Distribution Settings Allow group members to access the Channel > Email > Automatic Distribution page in the Admin Center. See Set up automatic distribution for email.
    Access Automatic Messaging Distribution Settings Allow group members to change settings on the Channel > Messaging > Automatic Distribution page in the Admin Center. See Set up automatic distribution for messaging.
    Access Data Retention Settings Allow group members to change settings on the General > Data Retention and General > Data Protection pages in the Web Admin Center. See Data Protection.
    Access Login Control Settings Allow group members to change settings on the General > Login Control page in the Web Admin Center.
    Access Mobile Dashboard Allow group members to log in to the Mobile Dashboard.
    Change Another Agent's Status Allow group members to change the availability of other agents in the Agent Workspace.
    Change Website Data Validation Settings Allow group members to change the website data validation settings when setting up a website on the Organization > Websites page in the Admin Center.
    Edit Agent Workspace Settings Allow group members to change the settings related to the functionality of the Agent Workspace.
    General Account and Restrictions Settings Allow group members to change the following account settings in the Web Admin Center:
    • Invitation settings
    • PIN invitation settings
    • Regional settings
    • General account restrictions
    • Singe Sign On settings
    • API key and trigger settings
    • Geofluent auto-translation settings
    Generate Chat Button HTML Allow group members to generate chat button HTML when setting up a static or floating chat button on the Channels > Chat > Chat Buttons page. See Generate chat button HTML.
    Generate Conversion Tracking HTML Allow group members to generate conversion tracking HTML code when setting up conversion codes on the Customers > Conversion Codes page. See Set up conversion tracking.
    Generate Customer Monitor HTML Allow group members to generate Customer Monitoring HTML code when setting up a static or floating chat button on the Channels > Chat > Chat Buttons page.
    Have Plugins Enabled Not in use.
    Modify Folders Allow group members to modify folders for chat, email, messaging, and Canned Messages.
    Replace Canned Messages Allow group members to replace Canned Messages in the desktop client.
    Setup Rules Engines Allow group members to set up rules for managing incoming chats or visits on the following pages:
    • Channels > Chat > Routing Rules
    • Channels > Messaging > Routing Rules
    • Channels > Email > Routing Rules
    See Manage incoming chats according to rules (Chat Rules Engine).
    Use Email Signatures Setup Allow group members to define email signatures when setting up an email account on the Channels > Email > Email Account page. To add a signature, select Outgoing email footer on the Format and content tab. See Set up an email account.
    Use Personal Canned Messages Allow group members to change settings on the Setup > My Canned Messages Setup page in the Digital DX Desktop Client.
    View Assignment History Allow group members to view the assignment history of work items both in their workspace and in Monitor View. See How to find customer and assignment history.
    View Dashboard Allow group members to log in to the Dashboard. See Monitoring your Organization (Dashboard).
    View Workspace Allow group members to log in to the Agent Workspace.
    View/Undelete from Recycle Bin Allow group members to manage the recycle bin by clicking View list of deleted items where available on Web Admin Center pages. See Data Retention Options.

    Enterprise and Premier subscribers may see additional permissions.

  3. On the Actions tab, set permissions controlling group members' use of specific features within the following major feature sets:
    • ActiveAssists
    • Chats
    • Contacts
    • Customers
    • Emails
    • Messaging
    • Remote Access
    • Reports
  4. On the Setup tab, set permissions controlling group members' ability to set up entities in the following categories:
    • ActiveAssist (cobrowse bookmarks)
    • APIs (API settings, integration API triggers)
    • Chats (chat buttons, Canned Messages, categories, custom fields, statuses, chat windows, floating chat buttons)
    • Contacts (categories, custom fields, statuses)
    • Customers (conversion codes)
    • Emails (categories, custom fields, statuses, accounts, email redirects)
    • General (agent statuses, agents, departments, integrations, knowledge bases, permission groups, salesforce connectors, spell checkers, websites)
    • Invitations (auto-invite rulesets, custom chat invitations)
    • Messaging (Canned Messages, categories, custom fields, SMS accounts, statuses)
    • Tickets (categories, custom fields, statuses)
    • Twitter (categories, custom fields, statuses, accounts)

    Enterprise and Premier subscribers may see additional permissions.

  5. On the Folders tab, set permissions controlling group members' ability to manage folders for the following:
    • ActiveAssists
    • Chats
    • Contacts
    • Customers
    • Emails
    • Messaging
    • Reports
    • Tickets
    • Twitter

    Enterprise and Premier subscribers may see additional permissions.

  6. On the Departments tab, control group members' ability to see operators and departments outside of their own.
    • Not Visible. Members can neither see nor transfer items to the department and its operators.
    • Department Visible. Members can see and transfer items to the department, but not its operators.
    • Operators Visible. Members can see and transfer items to the department and its operators.
  7. To make the permission group default for all subsequently created agents, click Set as default on the Account settings tab.
  8. Save your changes.
Remember: To assign an agent to permission groups, go to Organization > Agents > Agent Information.

What are best practices for using permission groups?

Digital DX offers two out-of-the-box permission groups. Our best practice recommendation is to review, and edit or add additional permission groups. Permission groups should be customized based on an organization's needs to allow different groups to setup what each user is allowed to do in Bold360 Agent. These can apply to agents or departments within an organization.

With as flexible as our permission settings are, the best approach is to think of different personas (agents, admins, supervisors, reporting analysts, content managers, and so on) and creating permissions that suit this persona. For example, you wouldn't want to give an agent access to setup and you wouldn't want reporting teams to be able to set themselves as available in the queues.

Our out-of-the-box permission groups (Administrator and Operator) are simply starting places, and we recommend reviewing and customizing them to fit your organization's needs. Create permission groups to prevent cherry picking of chats, emails, and so on by limiting visibility into the queue and specific folders, allow remote control/co-browse, create different groups with different abilities for different positions (agents, supervisors, team leads, managers, admins, developers), prevent transferring work items to individuals and only allow to do so at department level.

Operator Reports

View reports on your agents' performance.

Fastpath: report.boldchat.com > New Report > Chat > Operator Reports

Survey report

Get an overview of how satisfied chatters are with the service your agents are providing. Provides an agent by agent view of performance on a variety of key indicators. For a total number of answered chats, the report shows the average speed of answer, average length of those chats, and the number/percent of completed after chat surveys. For completed surveys, the average scores for Responsiveness, Professionalism, Knowledge, and Overall Rating are presented. Reports cannot display customer feedback and comments.

All actions are reported as if executed by the final agent who answered the chat.

Reported data:

Operator
The name of the agent.
Answered
The number chats the agent answered.
ASA
Average Speed to Answer for answered chats. Calculates time from when the chat started to the time it was answered by an agent.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends. The time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.
Surveys
The number of post-chat surveys that customers at least partially completed.
Survey %
The ratio of submitted post-chat surveys to all chats in percentage.
Response
Customer's evaluation of the agent's responses.
Professionalism
Customer's evaluation of the agent's professionalism.
Knowledge
Customer's evaluation of the agent's knowledge.
Overall
Customer's overall evaluation of the agent.

Survey NPS report

This report provides an agent by agent view of performance on the after-chat survey. For completed surveys, the NPS scores are presented. The Net Promoter Score or NPS? is based on the fundamental perspective that every company's customers can be divided into three categories: Promoters, Passives and Detractors. This report can be filtered allowing different views of data.

All actions are reported as if executed by the final agent who answered the chat. NPS values are for those agents who handled chats last.

Report availability: Web only.

Reported data:

Operator
The name of the agent.
Answered
The number chats the agent answered.
Surveys
The number of post-chat surveys customers submitted.
%Detractors
The percentage of detractors who gave an NPS score of 0-6.
%Passives
The percentage of passive customers who gave an NPS score of 7 or 8.
%Promoters
The percentage of promoters who gave an NPS score of 9 or 10.
NPS
The NPS score of the agent based on customer evaluation, which is the displayed in the 0 - 10 report columns.

Activity report

Get an overview of the chat volume handled by your agents. For a total number of chats offered, see the number and percent that were answered vs. missed. A missed chat occurs either because the agent did not answer the chat before exceeding a wait-time threshold or because the customer abandoned the chat. The report also shows the average speed of answer, average duration of answered chats, the average message count, and the average amount of time it took the agent to respond after the customer submitted a message (average response time). The report can be grouped and filtered in several ways.

Note: The value of Chats Offered increases each time a chat is assigned. A single chat can be assigned multiple times; the value of Chats Offered is not necessarily the same as the actual number of chats.

Report availability: Enterprise, Premier

Reported data:

Chats Offered
All chats offered to the agent.
Answered
The number of chats the agent answered.
Answered %
The percentage of chats that the agent answered.
Missed
The number of chats the agent did not answer.
Missed %
The percentage of chats that the agent did not answer.
Reassigned Chats
The number of chats that were transferred to other agents without the current agent answering them.
Reassigned %
The percentage of reassigned chats.
Abandoned Chats
The number of chats that ended without the agent answering them.
Abandoned %
Percentage of abandoned chats.
AASA
Assignment Average Speed to Answer for answered chats. Calculates time from when the agent received an assignment to the time the assignment was answered. AASA includes chats that either Automatic Distribution assigned to the agent or when the chat was transferred from another agent. AASA excludes assignments that the agent manually took from queue. See How to manually start chatting with the next customer in queue in the Agent Workspace.
ACT
Average Chat Time for answered chats. Time from answering a chat until it ends. The time between the first agent answering the chat and the final agent assigned to the chat when it ends, adds up to the ACT calculation for the final agent. It represents the average length of all chats for a given entity (Date, Agent, Country, etc.) measured from time of assignment to end of chat.
AMC
Average message count for answered chats.
ART
Average time for agent to respond to a customer's message.

Productivity report

Get an overview of how busy your chat agents are. Provides an agent by agent overview of their time spent chatting. For a given date range, the report shows how many hours and minutes the agent was available for chats, how much time they spent engaged in chats, how much time they spent idle, and a utilization calculation. The report also provides the amount of time spent handling concurrent chats, the agent's average response time, the number of chats they took per hour, and the maximum and average number of simultaneous chats.

Report availability: Enterprise, Premier

Reported data:

Operator
Name of the agent.
Available
Total time logged in as Available.
Away
Total time logged in as Away.
Available (Chat Time)
Total time in at least one chat while logged in as Available.
Away (Chat Time)
Total time in at least one chat while logged in as Away.
Available (Idle Time)
Total time not in chat while logged in as Available.
Away (Idle Time)
Total time not in chat while logged in as Away.
Available (Utilization)
Percentage of time in chat while logged in as Available.
Away (Utilization)
Percentage of time in chat while logged in as Away.
Working
Percentage of time either logged in as Available or logged in as Away but being in chat.
Multi-Chat
Time with more than one simultaneous chat while available.
ART
Average time for agent to respond to a customer's message.
Chats/hr
Average number of chats answered per hour.
Max Simult
Greatest number of concurrent chats for the given period.
Avg Simult
Greatest number of concurrent chats for the given period.

Custom Survey report

Provides an agent by agent view of performance on the default post-chat and custom pre/post-chat survey fields. For completed surveys, the raw scores for each custom field are presented and open ended comments are also included.

Custom Wrap-Up report

Report availability: Web only

Provides an overview of data collected on custom wrap-up forms. Results are grouped by agents.

How to start a co-browse session

Start a co-browse session from a standard chat session so you can see and interact with the page a customer is viewing.

Important: You must be in an active chat and the customer must be on a page for which Customer monitoring HTML has been implemented.

Co-browse browser requirements:

  • Agent:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Mac ? Safari
  • Customer:
    • Windows ? Chrome, Firefox, Microsoft Edge
    • Windows ? Internet Explorer 9, 10, 11 (agent unable to click links for customer)
    • Mac ? Safari (agent unable to use back/forward buttons)
    • iOS ? Safari
    • Android ? Chrome

Privacy considerations: During a co-browse session, agents can see the web content that the customer is watching. This content may contain personally identifiable and other sensitive information that your customer would not allow your agents to see. To disable viewing parts of your website that contain sensitive information, you must update the HTML code of your website as described in Setting up your website for co-browse sessions.

  1. Activate a chat.
  2. Click the Co-browse icon.

    Result: The customer is prompted to allow co-browse.

  3. The customer must click Yes.

    Result: The co-browsing session begins.

    Tip: If the customer's page does not load in Bold360, ask them to refresh their browser page.
    Restriction:
    • Some page elements are known not to load properly, including inline SVG images, flash objects, iframes, and cross-domain http CSS formatting.
    • Depending on your website settings, you may not be able to interact with certain user interface elements, such as buttons, input fields, checkboxes and radio buttons. For more information on this limitation, see Setting up your website for co-browse sessions.
While co-browsing, you have the following options:
  • Back arrow ? Takes the customer's browser to the previously visited URL (like a standard browser Back button)
  • Forward arrow ? Takes the customer's browser to the next URL in the history of the visited URL
  • Reload ? Refreshes the current page being shown
  • URL and Bookmarks ? Enter a URL that opens in the customer's browser or select a predefined URL from your BoldChat bookmark library. This library is only available if you previously used the BoldChat Desktop Client to add bookmarks.
  • Highlighter ? Point out elements on the page, such as fields to fill, selections to make, or header text to read
  • Stop ? Ends the current co-browse session, but chat remains active
For information on how to set up a website for co-browse sessions, see Setting up your website for co-browse sessions.

How to schedule reports

After running a report, you can schedule it to run automatically on a daily, weekly, or monthly basis.

  1. Log in at https://report.boldchat.com.
  2. Click New report to select a report that you want to schedule.
  3. Click Run report.
  4. On the Report results page, click the cogwheel icon and then click Schedule.

  5. Fill in the details of the report schedule.

    You have the following options:

    • Report Title - By default, the name of the report that you have run. This will appear in your list of scheduled reports. You can rename it to find it easier later on.
    • To Email Address - The email address where the report will be sent.
    • From Email Address - Optionally, you can type an email address that will be displayed as the sender of the scheduled report. If you leave it blank, reports will be sent from reports@boldchat.com
    • Output - The format of the report: XLS, PDF, CSV, or HTLM.
    • Schedule - The frequency of receiving reports, which can be daily, weekly, or monthly.
    • On Days of Week - Only available when you schedule reports on a weekly basis.
    • On Month Days - Only available when you schedule reports on a monthly basis.
    • Period - The date range that report includes.
  6. Save your scheduled report.
You will receive reports to the defined email address in the selected output format.
Important: You can schedule 20 reports by default. Contact your Success Manager to increase this limit.

Where to find your scheduled reports?

It may take some time to experiment with the parameters of your scheduled reports that best suit your needs. If you want to update the settings of your scheduled reports, do the following:

  1. At the top of the page, go to the Scheduled tab.

    Your scheduled reports are listed in order of creation.

  2. Click the name of the report that you want to update.
  3. Save your change when you are done.

Can't find a report that someone else scheduled?

At the top of the page, click All to see all available scheduled reports, not just yours.

Where do I find scheduled reports in the BoldChat Desktop Client?

  1. Go to the Reports menu.
  2. At the top of the page, click Schedule.

    Result: Your scheduled reports are listed in a pop-up window.

You have the following options in the menu bar to manage your scheduled reports:

  • Schedule a report - Click New and select the report type that you want to schedule. You would set the report's parameters as described above.
  • Edit an existing report - Select a scheduled report and click Edit to change its settings.
  • Delete a report - Click Delete to remove a scheduled report.
  • Run a report - If you don't want to wait until a report is automatically sent, you can run it any time. To do so, select a report and click Run Now.

Chat Login reports

See the amount of time that your agents spent logged in to and out of Digital DX.

Fastpath: New Report > Login

Chat Login Summary report

See the amount of time that your agents spent logged in to Digital DX.

For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away.

Reported data:

Operator
Name of the agent.
Chat Available - Total
The total time the agent spent in available status.
Chat Available - .NET
The total time the agent spent in available status in the Desktop Client.
Chat Available - Web
The total time the agent spent in available status in Agent Workspace.
Chat Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Chat Away - Total
The total time the agent spent in Away status.
Chat Away - .NET
The total time the agent spent in Away status in the Desktop Client.
Chat Away - Web
The total time the agent spent in Away status in Agent Workspace.
Chat Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Chat Login Details report

See the time of day associated with both login and logout behavior of agents. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took: log in as Available or Away, log out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

How to run Digital DX Agent reports

Use Digital DX reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the transformation of data into actionable information.

Note: For detailed information on reports, see the complete list of Digital DX reports in the navigation tree on the left.
  1. Click New Report in the top-right corner.
  2. Select a report from the list on the left.
  3. Select the date range of your report on the right.
  4. From the drop-down list next to the date picker, select how you want to group your report.
  5. Click Run Report.

What can you do after running reports?

View description of report columns

Once your report runs, you can see the category or column definitions at the bottom of the page under Result category definitions.

Export reports

You can export reports to .CSV, .XLS, or .PDF by clicking the gear icon in upper-right corner.

Create report templates

You can create report templates for later use. See How to create report templates.

Re-run reports

To change the filters and groupings of the report, click Re-Run. After updating your report settings, click Run Report.

View a quick snapshot
Click the Snapshot tab at the top of the page to view the 7 Day Snapshot. This report displays data from the last seven full days of Digital DX activity for folders the active user has permission to access.
View recent reports
The Reports tab at the top of the page displays a list of recently generated reports.
Schedule reports
Use the Schedule tab at the top of the page to set up reports that run according to a schedule and can be emailed automatically to appropriate addresses. See How to schedule reports.

What are the common details in reports?

Unavailable - no operator was available to take the chat

Blocked - user was blocked so could not start chat

Abandon - user did not complete pre-chat survey

Unanswered - user left before receiving an answer

Answered - if None then it means an agent answered the customer, but then was transferred to another department, waited in a queue, and dropped before being assigned to an agent.

None in the Operator column may mean the following:

  • Chat ended with no agent assigned. Digital DX Agent reports look at the Ended state of a chat, so if it ended without assignment then it is registered under None.
  • Agent was deleted in the meantime, which is why we recommend disabling rather than deleting users.

Messaging Apps Login reports

See the amount of time that your agents spent on handling messages over messaging apps.

Fastpath: report.boldchat.com > New Report > Login

Messaging Apps Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Messaging Apps. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away.

Reported data:

Operator
Name of the agent.
Messaging Apps Available - Total
The total time the agent spent in available status.
Messaging Apps Available - .NET
The total time the agent spent in available status in the Digital DX Desktop Client.
Messaging Apps Available - Web
The total time the agent spent in available status in Agent Workspace.
Messaging Apps Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Messaging Apps Away - Total
The total time the agent spent in Away status.
Messaging Apps Away - .NET
The total time the agent spent in Away status in the Digital DX Desktop Client.
Messaging Apps Away - Web
The total time the agent spent in Away status in Agent Workspace.
Messaging Apps Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

Messaging Apps Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Messaging Apps. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.

How to reply to a ticket?

To answer an open ticket, do the following:

  1. Select a question to display the answer editor.
  2. At the bottom of the page, select one of the existing answers suitable for this question by using the Search for quick answers field, which presents suggested answers taken from your knowledge base. You can type in a query to find additional answers from the knowledge base.
  3. Click on a relevant answer to send this answer to the customer. You can edit the answer before sending.
  4. If no answer was found or you want to create a new answer, go to the Write Answer pane. A variety of links, images, videos and text types can be easily added to each answer using the toolbar.
  5. Choose one of the following options to choose what to do with your answer:
    • No, It's personal - to discard an answer after it is sent to the customer
    • Publish answer - Create an article from the answer and publish it into the knowledge base making it available for everybody
    • Decide later - Save the the answer and move it to the 'Suggested content' section under Knowledge. This answer will also be suggested to other agent's when answering a relevant ticket.
  6. At the Ticket Status field on the bottom left of the screen, select one of the following options:
    • 'Open' to define that this question still requires attention. The ticket will stay open and then added to the Open tickets queue.
    • Close to define that this question has been completely answered and no longer requires any more interaction with the customer. This ticket is automatically saved in the All Tickets branch, which contains all tickets' history.
  7. Click Send.

Customize a layered chat window

Adapt the look and feel of your chat windows to your design and locale.

Fastpath: In the Web Admin Center, go to Channels > Chat > Chat Windows > [New or existing window] > Customization.

You can customize the following interface elements:

  • Window texts, messages and labels
  • Colors
  • Logo and images
  • Layout and custom events

You can use key chaining to reuse values for related elements.

Layout overview


A layered window has the following variables of individual elements:

  1. General Text Color
  2. Header Font Color
  3. Header Background Color
  4. Operator Message - Message - Font Color
  5. Operator Message - Name - Font Color
  6. Operator Message - Time - Font Color
  7. Operator Message Background Color
  8. Customer Message - Message - Font Color
  9. Customer Message - Name - Font Color
  10. Customer Message - Time - Font Color
  11. Customer Message Background Color
  12. Button Font Color
  13. Link Font Color
  14. Required Font Color
  15. Message Input Font Color
  16. Message Input Background Color
  17. Button Background Color
  18. Message Input Container Background Color
  19. Content Background Color (R,G,B)

Overview of customization setting groups

The following table describes the key areas that you can customize for layered chat windows in Digital DX:

Main group - Key group Description
Layered - Basic > AutoAnswers Defines Auto Answers messages for your customer self-service. For more information, see Auto Answers: Customer self-service.
Layered - Basic > Colors Defines the color scheme of your layered chat window. For more information, see Colors (Layered - Basic).
Layered - Basic > Other Defines the default customer name, submit button caption and welcome message.

The default customer name is displayed when a pre-chat form is not available or the customer does not provide a name.

Layered - Basic > Window Defines the size and title of the chat window.
Layered - Chat page > Buttons Defines the button caption for ending the chat session.
Layered - Details > ACD Defines messages that the Automatic Distribution system displays to customers while they are waiting for an agent in queue.
Layered - Details > ActiveAssist Defines messages for the customer before and during co-browse sessions.
Layered - Details > Buttons Defines the button captions for closing the chat window, sending a message, submitting a form, as well as button captions related to video sessions.
Layered - Details > Chat Frame Defines captions, labels, and icons of the chat window.
Layered - Details > Chat Transcript Defines labels of the chat transcript dialog.
Layered - Details > Chat Window Defines system messages in the chat window.
Layered - Details > Colors Defines additional color schemes for your layered chat window. For more information, see Colors (Layered - Details).
Layered - Details > Includes Defines CSS styles for the chat window and for the page where the chat window is displayed.
Layered - Details > Miscellaneous Various labels and messages related to unavailable agents, video chats, auto-translated messages, and basic action buttons, such as Yes, No, OK, and Cancel.
Layered - Details > Post Chat Survey Defines button captions and labels on the post-chat form.
Layered - Details > Pre Chat Survey Defines button captions and labels on the pre-chat form.
Layered - Details > Remote Control Defines button captions, labels and messages when the customer is in a remote control session.
Layered - Details > Unavailable Email Defines system messages and labels for the email that customers can send when chat is not available.
Layered - Post chat > Buttons Defines the button caption for sending the post-chat form.
Layered - Pre-chat > Buttons Defines the button caption for starting the chat session from the pre-chat form.
Layered - Unavailable email > Buttons Defines the button caption for closing the chat window after the customer sends an email when chat is not available.

Window texts, messages, and labels

Window texts, messages and labels can be customized per language. See also Provide a chat window in multiple languages.

Colors (Layered - Basic)

Define the basic color scheme of layered windows.

Tip: As a general rule, variable names reflect the name of the corresponding key. For example, you can refer to the Header Font Color key with the header_font_color variable.
Key Variable and default value Description
Button Background Color button_background

Default: #01A5EE

The background color of buttons in the chat window, such as the Send and Start Chat buttons.
Content Background Color (R,G,B) content_background_color

Default: 35, 35, 35

The background color of the inner chat window, where customers see the messages.
Content Background Transparency background_transparency

Default: 0.65

The transparency of the inner chat window.
Customer Message - Message - Font Color visitor_message_font_color

Default: #000000

The color of the customer's message.
Customer Message - Name - Font Color visitor_message_sender_color

Default: #FFFFFF

The color of the customer's name.
Customer Message - Time - Font Color visitor_message_sent_color

Default: #FFFFFF

The color of the time stamp when the customer sent the message.
Customer Message Background Color visitor_background

Default: #3DC8F3

The background color of the customer message container.
General Text Color text_color

Default: white

The color of system messages and labels.
General Text Font text_font

Default: sans-serif

The font family of system messages and labels.
General Text Size text_size

Default: 1em

The font size of system messages and labels.
Header Background Color header_background_color

Default: #01A5EE

The background color of the chat window's header.
Header Font Color header_font_color

Default: #FFFFFF

The color of the label in the chat window's header. To change the label of the chat window, go to Layered - Basic > Window > Window Title.
Message Input Background Color message_input_background

Default: #FFFFFF

The background color of the input field, where customers type their messages.
Message Input Container Background Color message_input_container_background_color

Default: #232323

The border color of the message input field and the Send button at the bottom of the chat window.
Message Input Font Color message_input_font_color

Default: #000000

The color of customer messages as they type.
Operator Message - Message - Font Color operator_message_font_color

Default: #E7E7E7

The color of agent messages.
Operator Message - Name - Font Color operator_message_sender_color

Default: #B2B2B2

The color of the agent's name.
Operator Message - Time - Font Color operator_message_sent_color

Default: #3DC8F3

The color of the time stamp when the agent sent the message.
Operator Message Background Color operator_background

Default: #232323

The background color of the agent message container.

Colors (Layered - Details)

Key Variable and default value Description
ActiveAssist Activity Background Color aa_background

Default: ${form_background}

The background color of the message that describes the co-browse activity.
ActiveAssist Activity Font Color aa_color

Default: ${text_color}

The color of the message that describes the co-browse activity.
ActiveAssist Message - Message - Font Color aa_message_font_color

Default: ${operator_message_font_color}

The color of co-browse system messages.
ActiveAssist Message - Name - Font Color aa_message_sender_color

Default: ${operator_message_sender_color}

The color of the agent's name who started the co-browse session.
ActiveAssist Message - Time - Font Color aa_message_sent_color

Default: ${operator_message_sent_color}

The color of the time stamp when the agent started the co-browse activity.
ActiveAssist Message Background Color aa_message_background

Default: ${operator_background}

The background color of the co-browse message container.
Button Font Color button_font_color

Default: ${text_color}

The color of button labels.
Dialog Background Color dialog_background

Default: ${text_color}

The background color of dialogs, such as when the agent asks the customer for remote control permission.
Dialog Button Font Color dialog_button_font_color

Default: ${text_color}

The color of the button labels in chat window dialogs.
Dialog Cancel Button Background Color dialog_cancel_background

Default: ${form_background}

The background color of the Cancel button in dialogs.
Dialog Font Color dialog_font_color

Default: ${form_background}

The color of dialog texts.
Dialog OK Button Background Color

Optional: Customize Chat Windows

Note: This article is part of a Quick Start Guide to help you implement your Digital DX environment from scratch.

Every business has its own unique voice and brand identity, and Digital DX gives you the control and flexibility to customize your implementation to your unique business needs.

  1. Go to Channels > Chat > Chat Windows.
  2. Click on the name of your chat window to edit the chat window settings. Select from the following options:
    • General
    • Pre-chat form
    • Post-chat form
    • Message content
    • Agent wrap-up
    • Auto Answers
    • Customization

What is the relationship between Digital DX AI touchpoints and Digital DX chat windows?

Tip: For information about the differences between Digital DX Agent and Digital DX AI, see What is Digital DX AI?.

One Digital DX Agent account can only be integrated with one Digital DX AI account. A Digital DX AI account can escalate to more than one Digital DX Agent accounts, but it is not recommended to do so.

A Digital DX Agent account can have several chat windows, but one chat window can only be associated with one Digital DX AI Knowledge Base. A Digital DX chat window is similar to a Digital DX AI touchpoint configuration, which defines the behavior and appearance of a chat widget.

So while you can only associate one Digital DX Agent account with one Digital DX AI account, you can display the content of all your Digital DX AI Knowledge Bases by setting up multiple Digital DX chat windows.

Optional: Customize Chat Buttons

Note: This article is part of a Quick Start Guide to help you implement your Digital DX environment from scratch.

Every business has its own unique voice and brand identity, and Digital DX gives you the control and flexibility to customize your implementation to your unique business needs.

  1. Click Channels > Chat > Chat Buttons (Floating).
  2. Click on the name of your chat button.
  3. Go to the Settings > Display.
  4. You can select among predefined images in our Button Template library or provide URL links to your own custom button images.
  5. Scroll down to the Positioning section to select where your chat button is displayed on your web page and how it will animate when shown to the visitor.
  6. Save your changes.

Generate chat button HTML

The primary connection between Digital DX and your chat customers is a snippet of HTML code that you generate together with a chat button and insert to your site.

When choosing an HTML snippet for your site, you are asking yourself the following questions:

  • Which button or link are you showing to customers?
  • Are you collecting information about customers so you can analyze and react to visits even before they chat?
  • Are you tracking conversion events so you can relate specific chats to actual sales or other milestones?
  • Are you inviting customers to chat based on characteristics of their visit such as page visited, length of visit, and more.

Here's how to set up a Digital DX chat button HTML snippet to create a "gate" between customers and Digital DX. For this first test we'll create a Floating Chat button.

  1. In the Web Admin Center, choose the type of HTML code to generate:
    Option Description
    Floating Chat Button Select Channels > Chat > Chat Buttons (Floating) when you want to implement a floating chat button and/or monitor customers before chat and/or invite users to chat based on characteristics of their visit.
    Static Chat Button Select Channels > Chat > Chat Buttons (Static) when you want to implement a fixed-position chat button or link on your site.
    Conversion Tracking HTML Select Customers > Conversion Codes when you want to track conversion events so you can relate specific chats to actual sales or other milestones.

    What is the difference between static and floating chat buttons?

    A static chat button is a standard HTML button that is always displayed on your website as a static element. Whether it's a button or just a clickable string of text depends on how you configure your chat button definition.

    Floating buttons are animated by default and they slide into view when the customer moves the mouse over these buttons. When the button slides in, it covers part of your website, essentially creating an extra layer on top of your website content. You can define where the initial shrunk version of the button should appear on your website and how much it should shrunk before a customer moves the mouse over it.

  2. Apply settings to your HTML and associated entities.
    Tip: This article focuses on the "big picture" of how to implement an HTML snippet rather than the potentially long chain of settings that you can make to the various Digital DX entities that can be associated with an HTML snippet, such as Chat Button definitions, Chat Window definitions, Website definitions, Department definitions, Invitation Rulesets, Conversion Codes, and more.
  3. Click Generate HTML and then Copy to Clipboard.

    Result:

  4. Paste the code to your site.
    Important: Modifications to the generated HTML code may cause unexpected behavior and is not supported. For assistance or questions regarding the HTML snippet, contact Support.

    When pasting the HTML code to your site, consider the following in light of your actual site architecture:

    • To activate the code on all pages, paste the code into the footer include of your website before the closing <body> tag.
    • To activate the code per page (on a single page or multiple pages individually), paste the code into any page before the closing <body> tag.
    • If the chat button associated with your HTML uses a layered chat window, make sure your pages start with a <!DOCTYPE html> tag. Without this tag, some versions of Internet Explorer will use quirks mode and open the layered chat window in a pop-up.
    Tip: If you are sending the code snippet to a web developer via email, do not paste the code directly into an email message. Save the HTML code in a text file (Notepad, for example) and attach it to an email.

You must re-copy and re-insert your HTML code after making any of the following changes:

  • When you associate a new chat button (static or floating) with your HTML (rather than modifying an existing chat button)
  • When you associate a new website with your HTML (rather than modifying an existing website)
  • When you toggle Pass custom information about customer on/off
  • When you change the Conversion Code associated with your HTML
  • When you change the invitation rule set associated with your HTML

Show a different chat button image when agents are available/unavailable

To ensure that customers are properly informed about agent availability, you can choose to show a specific chat button image when at least one agent is available and another (or none) when no agents are available.

This feature is part of the chat button setup process for both floating and static buttons.

  1. Create or edit a fixed-position (static) or floating chat button, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
    2. Select an existing chat button or click Create New.
  2. On the Settings tab in the Display section under When Unavailable, choose the expected behavior when no agents are available:
    • Show Unavailable Button: When no agents are available, the Unavailable chat button is displayed to customers as displayed on the Preview pane.
    • Show No Button: When no agents are available, no button is displayed to customers.
    • Show Available Button: When no agents are available, the Available chat button is displayed to customers as displayed on the Preview pane.
  3. You can also select a custom image for your available and unavailable agents that customers can see. To do so, select the Custom image source and enter the available and unavailable chat image URLs into the corresponding fields.
  4. Save your changes.

    Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Customize chat button appearance, position, animation

Change the look and behavior of your chat button.

  1. Create or edit a fixed-position (static) or floating chat button, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
    2. Select an existing chat button or click Create New.
  2. To change your chat button's appearance, go to the Settings tab under Display.
  3. For floating chat buttons you have these additional options:
    • To control where your floating chat button displays on the customer's browser page, go to the Settings tab under Positioning
    • To control how your floating chat button is animated when shown to the customer, go to the Settings tab under Animation
  4. Save your changes.

    Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Set a chat button to be shown in specific countries

You can set chat buttons to be shown to customers in specific countries.

This feature is part of the chat button setup process for both floating and static buttons.

  1. Create or edit a fixed-position (static) or floating chat button, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
    2. Select an existing chat button or click Create New.
  2. At the bottom of the Settings tab, under Locale, clear the checkbox for Show to all countries.
  3. Select countries to include or exclude.
  4. Save your changes.

    Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Associate chats (a chat button) with a department

Associate a chat button with a department to allow chats originating from the button to be tagged with department metadata, which can then be used to assign and organize chats.

This feature is part of the chat button setup process for both floating and static buttons.

  1. Create or edit a fixed-position (static) or floating chat button, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
    2. Select an existing chat button or click Create New.
  2. On the Settings tab, choose the Department to associate with the chat button.
  3. Save your changes.

    Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Set the chat window seen by customers

To choose the actual interface seen by customers upon clicking a chat button, you must associate your chat button with a chat window.

This feature is part of the chat button setup process for both floating and static buttons.

  1. Create or edit a fixed-position (static) or floating chat button, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Static) / Chat Buttons (Floating).
    2. Select an existing chat button or click Create New.
  2. On the Settings tab, choose the Chat Window to associate with the chat button.
  3. Save your changes.

    Result: The settings are applied to the chat button.

Your chat button is ready to be set as a chat entry point by being associated with an HTML snippet and inserted to a site.

To activate a newly created chat button as a chat entry point on your website, you must paste the HTML code to your site. When editing an existing button, you do not need to paste the code since these settings are not in the HTML code itself, but rather on Digital DX servers.

Provide a chat window in multiple languages

You can set a chat window to be displayed in any of seven pre-translated languages or 35 custom languages. There is no need to create multiple chat windows for multiple languages.

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link. Multi-language set-up for chat windows is part of the customization procedure.
  1. Create or edit a chat window, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Customization tab under Languages, choose the languages in which you want the chat window to be made available.
  3. Set a Primary Language.

    The primary language is shown to customers when no translation is available in their own language.

    Example: For example, if English is your default language, a customer from Poland sees the chat window in English unless you specifically select Polish as a provided language and add a Polish translation.

  4. Customize the window and translations, as follows:
    1. Select an item under Main group > Key group > Key.
    2. Under Edit Content, choose the language you want to edit.
    3. Change the text or settings.
    4. Continue making other changes.
    5. Save your changes.
    Remember: Digital DX provides translations in the following languages: English (en-US), Dutch (nl-NL), French (fr-FR), German (de-DE), Italian (it-IT), Spanish (es-ES), Portuguese (pt-BR). For all other languages, you must provide your own translations.
  5. Save your changes.
Can I allow customers to choose a language on the pre-chat form?
Yes. Go to Channels > Chats > [New Chat Window] > Pre-chat form > Standard Fields > Language Selector.
How does Digital DX know which language to show to a customer?
Customer language is determined as follows:
  • Selection made by the customer on the pre-chat form (stronger than all other parameters)
  • Language parameter passed by the HTML snippet
  • Customer's browser language setting
  • Customer's IP

Digital DX looks for a customized (localized, translated) chat window for the chosen or detected language. If no customized window exists, the default language is shown.

Tip: The customer's language is saved as a property of the chat. This property can be used for routing chat, and can be displayed to the agent. A language property can also be set for departments, allowing automatic filtering.

What browsers does the Digital DX AI widget support?

The Digital DX AI widget supports the following browsers to offer customers self-service on the go.

  • Google Chrome on Desktop and Android (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Safari on iOS, iPadOS, and macOS (Last 3 versions)
  • Microsoft Edge (Last 5 versions)

Internet Explorer 10 and above is also available to use but it is not a recommended browser as it does not maintain support modern security and web standards.

TLS encryption support

The Digital DX AI platform uses TLS 1.2 encryption. Earlier TLS versions are not supported.

You can enable TLS 1.2 in the Windows Registry.

How to set up the Smart Advisor touchpoint

Smart Advisor provides agents access to the company's knowledge base and offers them answers real-time based on what the visitor is asking in the chat.

Important: Smart Advisor is available to agents if the Agent Workspace is integrated with Digital DX AI and it is enabled on both platforms. For more information contact your Customer Success Manager.
  1. In the AI Console, go to Touchpoints > Widgets and choose Personalize for the Smart Advisor widget.
  2. Select a URL or knowledge base to customize.
  3. On the Basics tab, change the configuration based on your business needs.

    You have the following options:

    Name Description
    Display Article Last Update Select this checkbox to display when an article was last updated and who did the last update in the Smart Advisor. This information can be useful to agents: they can see whether the information is up to date and who they can contact about the article.
    Display Article Labels Select this checkbox to display labels associated with an article in the Smart Advisor. Labels can help agents decide if the content of the article is relevant to their query.
    Context info Add the context values to be considered when articles are displayed in Smart Advisor. This controls what content agents can access.
    Auto-complete count Enter the number of suggestions to be displayed in the auto-complete. If you enter 0, auto-complete is disabled. You can display up to 10 articles in the auto-complete.
    Comments Select this checkbox to enable agents to leave comments on existing articles. These comments are visible to all other agents in the Agent Workspace. Knowledge managers can find these comments on the Comments tab in the Article Editor for the relevant article.
  4. On the FAQ tab, set up an FAQ to display in Smart Advisor.
  5. Save your changes.

Support Center Customization

The support center is fully HTML supported and you can change the templates within its HTML code.

Tip: Check out this video to see support center configuration in action.
  1. Go to Touchpoints > Support Center and click the Page Templates tab.

    Result: The HTML Master page set-up is displayed, which you can then customize using placeholders (documented here).

  2. Use the special syntax in the tables below to insert the dynamic content (i.e article body) to your pages.
    Table 1. Entity Selector Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

     

    < nR:Entity type="label" id="B025" >

    Selects the specified label by ID

    label

    Entity Selector

     

    < nR:Entity type="article" id="B025" >

    Selects the specified article by ID

    article

    Entity Selector

    Table 2. Repeater Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

    labelId = -1 articles with no parent labellabelId = < %Label.ID% > current label ID, maxItems, sort(=faq), days

    < nR:Repeater type="article" sort='faq' labelId='1234' > ... < /nR:Repeater >

    Repeater's enclosed code for each article in the specified enumeration. For information on sorting articles in your Support Center, see How to change the sorting of support center articles

    article

    Repeater

    labelId, maxItems, sort(=faq), days

    < nR:Repeater type="attachment"> ... < /nR:Repeater >

    Repeater's enclosed code for each attachment for current article

    attachment

    Repeater

     

    < nR:Repeater type="phrasings"> ... < /nR:Repeater >

    Repeater's enclosed code for each phrasing for current article

    phrasing

    Repeater

    type='root'/'all'/'nestedUnder/list' maxItems='10' (OPTIONAL)

    < nR:Repeater type="label"> ... < /nR:Repeater >

    Repeats for each Label

    Label

    Repeater

      < nR:IF condition="Site.IsMultiKB" > < nR:Repeater type="language" > < a href="< %Lang.URL% >" >< %Lang.Code% >< /a > < /nR:Repeater > < /nR:IF > Repeats for each separate language KB Language KB Repeater
    Table 3. Value Placeholders

    Attributes

    Syntax

    Description

    Name

    Type

     

    < %Site.Name% >

    Configured site name

    Site.Name

    Value

     

    < %Site.Domain% >

    Configured site domain

    Site.Domain

    Value

     

    < %Site.URL% >

    Configured site URL (includes http/s)

    Site.URL

    Value

     

    < %Site.Account% >

    Configured site Account

    Site.Account

    Value

     

    < %Site.KBID% >

    Current knowledge-base ID

    Site.KBID

    Value

     

    < %Label.Name% >

    Label name

    Label.Name

    Value

     

    < %Label.ID% >

    Label ID

    Label.ID

    Value

     

    < %Label.Link% >

    Link to dedicated label page

    Label.Link

    Value

     

    < %Label.Count% >

    Amount of elements in label

    Label.Count

    Value

     

    < %Label.PositionInPath% >

    0 based index of position in current path, -1 returned if label is not in path

    Label.PositionInPath

    Value

     

    < %Article.ID% >

     

    Article.ID

    Value

     

    < %Article.Title% >

     

    Article.Title

    Value

     

    < %Article.Body% >

     

    Article.Body

    Value

     

    < %Article.Link% >

     

    Article.Link

    Value

     

    < %Article.AttachmentCount% >

     

    Article.AttachmentCount

    Value

     

    < %Article.Attachment.URL% >

     

    Article.Attachment.URL

    Value

     

    < %Article.Attachment.Name% >

     

    Article.Attachment.Name

    Value

     

    < %Article.MetaDescription% >

    Articles Meta-Description

    Article.MetaDescription

    Value

     

    < %Article.PhrasingCount% >

     

    Article.PhrasingCount

    Value

     

    < %Article.Phrasing% >

     

    Article.Phrasing

    Value

     

    < %Repeater.Ordinal% >

    The ordinal for current repeater loop

    Repeater.Ordinal

    Value

    Use in condition "Page.Type=Home" to check page type:Home/Label/Article

    < %Page.Type% >

    Determines the current page type

    Page.Type

    Value

    checks if current Label is the current page label

    < nR:IF condition= "Article.IsPageArticle" >

     

    Article.IsPageArticle

    Value (condition only)

    check if the current Article is the current page article

    < nR:IF condition= "Label.IsPageLabel" >

     

    Label.IsPageLabel

    Value (condition only)

     

    < %Site.NanorepDomain% >

    Places Digital DX AI servers domains

    Site.NanorepDomain

    Value

     

    < %Page.Error% >

    The error that is displayed

       

How to set up auto-replies in Digital DX AI?

You can set up automatic replies to your customers' emails. This is useful when you want to confirm that you have received an email.

  1. On the Admin Center > Ticketing Settings page, make sure you have a ticketing rule. See How do I create a rule in the Ticketing system?
  2. On the Ticketing Basics tab under 3rd party integration, type your organization's email address where you want to forward emails to.
  3. Select Basic for ticketing integration mode.
  4. Select the Pass customer mail address in Reply-To field option.
  5. Create the content of your automatic reply. See How to create an auto-reply when tickets arrive?
  6. Click Save Changes.

Setting Up Your SMTP Server and Your Ticketing System

Setting up the Digital DX AI ticketing system with your SMTP server is part of your initial configuration and setup process. The Digital DX AI ticketing system is the default ticketing system available to you, offering the ease of out-of-the-box technology, and automatically connecting to your knowledge base. The system also enables agents to leverage the Digital DX  AI knowledge base, meaning that they can provide full and accurate answers to customers in a speedy, efficient and timely manner.

There are three steps involved in setting up your ticketing system to function correctly and work in the most efficient manner possible:

  1. Setting up incoming mail
  2. Setting up outgoing mail
  3. Assigning Groups

Step 1: Setting up incoming mail

Once you have your Digital DX AI account, the first step in setting up your ticketing system is to configure your SMTP server to forward incoming customer support emails to the Digital DX AI ticketing system.

  1. Digital DX AI provides you with a default email address that will serve as the inbox address to be specified in your SMTP server. To access this default address, from your Digital DX AI dashboard, navigate to Admin Center > Ticketing Settings > Ticketing Basics.
  2. The default email address is displayed in the Inbox Address field.
    Note: If you have more than one Knowledge Base in your system that contains external information used by and relevant to customers, you have more than one default inbox email address and a separate procedure should be executed for each Knowledge Base.
  3. Configure your SMTP server to forward incoming email messages to the default Digital DX AI email inbox address.

Sending Ticketing to Specific Departments

You can further hone the scope of how customer support tickets are handled, by creating email ticketing specific to an internal department of the company, such as Sales, Marketing, IT Support or Billing.

  1. Create a specific Labels inbox for each department.
  2. Click Admin Center > Ticketing Settings > Ticketing Basics.
  3. Click the More Addresses link, under the default email address in Ticketing Basics. In the drop-down menu available, a unique Digital DX AI inbox address is shown for each label.
  4. Select the label you require. This enables you to configure your SMTP server and create a specific, drill-down email address for a specific internal department in our company, that are sub-set emails of the initial email address displayed in the previous procedure, and that you can configure in your SMTP server.
Important: You must create these labels prior to performing the setup procedure.

Step 2: Outgoing Mail

The next step is to specify how outgoing customer support mail is handled, by configuring your SMTP server for outgoing mail.

  1. From your Digital DX AI dashboard, navigate to Settings = > Ticketing = > Ticketing Basics and go to the Outgoing Mail section.
  2. Specify the following fields:
    • Sending email from: Enter the name you wish to appear as the sender of any customer support email in the first field, and the email address from which these emails should be sent. Note: These settings must also be configured in your SMTP server.
    • Ticket status on reply: Choose either Closed on first reply or Always Closed, according to your company's customer support policy.
  3. Select the Send emails through custom SMTP server checkbox.
  4. Enter your SMTP host, username and password, and select the Server requires authentication and Use secure connection (SSL) checkboxes according to your SMTP setup.
  5. Click Save Changes.

Digital DX AI then performs a verification of the entered SMTP settings to check that the SMTP server can function. The settings will only be saved once the verification has determined that they are correct. The verification may take a few minutes.

If the verification fails, a message is displayed, with an explanation as to why the SMTP settings were not saved.

Step 3: Assigning Groups

You can further subdivide labels into groups to easily manage which agent handles what kind of ticket. User groups help differentiate between agents and their responsibilities, by enabling permissions to a group that determines which tickets can be assigned to members of that group. To create a group, do the following:

  1. In the AI Console, go to Admin Center > Users.
  2. From the menu on the top, click Groups > Create Groups link to display the Group Editor.
  3. Click the settings icon to configure the group settings.
  4. On the Advanced tab, select whether tickets are assigned to all agents or agents only from a specific Knowledge Base.
  5. Optionally, select whether agents can see all tickets to "cherry-pick" those, see all tickets but can choose only certain tickets, or see only those tickets which are assigned to them.

What are the ticketing integration modes?

Digital DX AI supports all e-mail forwarding integrations, which can be used across CRM and ticketing systems such as Salesforce, Kayako, or Zendesk.

Digital DX AI supports two e-mail forwarding modes:

  • Advanced: each e-mail is forwarded to the CRM with a reply address to the Digital DX AI system. When the CRM system 'replies', the answer is saved in Digital DX AI and sent to the customer by Digital DX AI.
  • Basic: each e-mail is forwarded to the CRM as if it was sent from the customer himself (with the customer's e-mail as the actual reply-to address). The CRM 'replies' directly to the customer. The CRM can 'cc' the Digital DX AI inbox so that Digital DX AI to learn the answer.

The email forwarding integration can be set under: Admin Center > Ticketing Settings > Ticketing Basics tab and then select 3rd party integration.

Digital DX AI Ticketing System Overview

You can use the Digital DX AI ticketing system to process customer escalations.

You can access the ticketing system of Digital DX AI by selecting Ticketing from the menu on the left.

Once you open it, you have the option to view:

  • Open tickets
  • Tickets assigned to you
  • Unassigned tickets
  • All tickets

Open tickets is the main interface for the ticketing system. When a customer escalates a question to an agent, it is displayed in Open Tickets. This category contains the following:

  • New tickets, that is, tickets that haven't been answered yet
  • Non-closed tickets, that is, tickets that have been answered but not closed yet

With the ticketing system, you can:

  • Assign open tickets to agents
  • Create labels and assign them to tickets to group them
  • Search your knowledge base to find an answer to the customer's issue
  • Write a new answer or leave a comment on the ticket
It is possible to set up Digital DX AI to work with 3rd party ticketing systems. For more information see What are the ticketing integration modes?.

How to accept a chat

To work with a chat, click it on the left side of the workspace under Live Sessions.

  • A red spot in the top-left corner of the page, above your work items, tells you that you have received a new work item.
  • Under Live Sessions, click any chat.

    Result: The chat opens in a column in the workspace to the right and is ready to work with.

  • To accept a chat without working on it right away, click Quick Accept.

    Result: With Quick Accept, the chat does not open in your workspace. Click the chat again to work with it.
    If a welcome message is set for the agent then clicking Quick Accept also sends that message to the customer. See How to set customer greetings.

  • A red spot tells you that the customer is waiting for a response. When the customer sends you more than one message, you see multiple red spots next to their name. A counter is also displayed if automatic chat distribution is set with the Channels > Chat > Automatic Distribution > Enable automatic distribution > Reassign unanswered messages option. In this case, when time runs out, the chat is reassigned to another agent and the status of the current agent is set to Away.

What can you do during a chat session?
View customer information and history
When a chat is minimized, click Show info.
When maximized, click the Customer info button at the top of the workspace.
Show custom integrations
Maximize the chat. Custom integrations are displayed at the top of the workspace.
Send a link to a web page (URL)
In the chat panel, use Link to send a link the customer can click to open a web page. Remember to include a valid prefix (http:// or similar). The link is shown in your chat panel. It is not sent to the customer until you press Enter.
Push a web page (URL)
In the chat panel, use Push web page to automatically open a URL in the customer's default browser.
Note: When you push a webpage to a customer, make sure that webpage has Digital DX code on it; otherwise it will end the chat. Alternatively, you can always choose to Send a link to a web page to send links to webpages that customers can click to open in a separate window.
Insert an image (URL)
In the chat panel, use Image to insert an image into the chat. Remember to include a valid prefix (http:// or similar). The image is shown in your chat panel. It is not sent to the customer until you press Enter.
Transfer a file
When file transfer is enabled for the chat window used by the customer, use File transfer to send a file up to 250MB. You can send up to 20 files per session.

The following apply when sending files:

  • Files are stored in AWS and are encrypted with Amazon's AWS Key Management Service keys
  • File links remain valid for 24 hours; keep this in mind when attempting to access links from a transcript, history, or the Chat Summary Report.
To enable file transfer, see Enable file transfer in the chat window.
Flag a chat

You can flag a chat to mark it as important or to signal that the customer requires follow up. Chat are flagged until an agent removes the flag.

Note: You can also flag chats in Monitor View.
Increase text size of your chat panel
For better visibility, you can increase the text size of messages on your chat panel while in chat with a customer. See How to set text size for conversations.
Block a customer from chatting with agents
Click the hand icon to block a customer from chatting with agents of your organization. An admin can later unblock the customer. See How to block customers during chat.

End the chat
Click End Chat to finish the conversation with the customer. You must confirm that you want to end the chat by clicking one of the following:
  • Yes - Ends the chat. Next time you end a conversation, you will see the same dialog.
  • Yes, and don't show this message again - Ends the chat. Digital DX will no longer warn you about ending the chat with customers.
  • No, continue the chat - Select if you want to continue the conversation.
Note: If you accidentally selected not to display the confirmation dialog again, you can enable that dialog as follows:
  1. At the bottom left of the workspace, hover the mouse over the icon with your initials and select Settings.
  2. Enable Confirm end chat.

What are best practices for agents?

  • Use standard greeting
  • Use Quick accept when on multiple chats
  • Reply quickly even if it to say you need more time
  • Use Canned Messages for standard responses
  • Use a simple pre-chat form and do not make too many fields mandatory
  • Ask for feedback (CSAT survey)
  • Use meaningful wrap-up (disposition codes)
  • Increase text size for accessibility purposes as applicable
  • Leverage suggestions for agent feedback on chatbot content
  • Use discussions. Agents can start discussions with a general department or an individual agent. When you select a department as discussion partner, Digital DX automatically assigns the discussion to an available agent in that department.

    Customers never see the content of a discussion, which makes this feature perfect for warm transfers, asking for help, or getting manager assistance on the fly. Alternatively, more experienced agents can use discussions in the background as a training tool.

How to view agents' workload and availability in Omni-queue

When multiple channels are included in a single queue, called Omni-queue, you can get an overview of agents' combined workload on all those channels.

To see agents' workload in Omni-queue, do the following:

  1. Sign in to the Agent Workspace.
  2. Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
  3. Go to the Live Workload tab.
  4. At the top of the page, select Departments or Agents depending on what details you want to see:
    • The Departments page show you the number of active work items for each department per channel. This list refreshes every five minutes.
    • The Agents page lists workload and availability for each agent who is currently signed in the Agent Workspace. This list refreshes every minute.

At the top of the list, you see the total number of work items assigned to agents and waiting in queue per channel. Channels included in Omni-queue are listed as a single queue. In the following example, channels for chat, email, and messaging apps are included in Omni-queue, while work items (customers) for SMS and Facebook Messenger have their own queues:

Note: You can only see those channels that are enabled for you and that you have permission to view.

Frequently Asked Questions about Omni-queue

Is Omni-queue a new channel?

No. Omni-queue is simply a queue. It includes as many existing Digital DX channels as an admin needs. An admin may choose to add all channels or only some to Omni-queue, but this does not make Omni-queue a new channel. Agents receive work items from all channels included in Omni-queue.

How do I receive work items in Omni-queue?

Agent availability in Omni-queue is controlled by a separate status button in Agent Workspace. Therefore, agents can make themselves available on multiple channels by a single click. Similarly, when agents change their status, that is applied to all channels in Omni-queue at once.

Note: Agents would still have to change their status on other channels separately. For example, if SMS is not part of Omni-queue, agents have to change their status at two places when they go on a break.

Can agents receive work items on all channels included in Omni-queue?

No. When a channel is disabled for agents, they do not receive work items on that channel, even if the channel is included in Omni-queue.

I used to see an icon for the chat channel in the bottom-left corner of Agent Workspace, but it disappeared. What now?

That's because the chat channel has been either disabled for your user or added to Omni-queue. When you have Omni-queue enabled, hover over the icon in the bottom left of the Agent Workspace to see all channels included in Omni-queue. If you do not see the channel you are looking for, contact your Digital DX admin.

How do I define conversational flows?

There are multiple ways to enhance the conversational bot with call-to-action activities that enhance the user experience and help guide the flow and suggest options to the user. These can be added to the regular answers using the Conversation tab in Digital DX AI.

  1. In the AI Console, go to Knowledge > Articles and create a new article.
  2. On the Conversational tab, click the Conversation Enabled toggle to enable the conversational editor in the Article Editor.
  3. Select Add Flow.
  4. Add the main answer in the Content field that appears.
    Tip: If you want to display the content in multiple bubbles, enter the <page_separator/> tag in the text where you want to separate the content.
  5. Optional: Add rotating content.

    You can add variations for the content to create a more human-like user experience.

  6. Select +Child to create the options.
    Note: It is recommended to use between 5-7 quick buttons to avoid scrolling on the page.
  7. In the Title field that appears, enter the text you want to display on the button.

    The text on the button can be up to 20 characters long.

    Tip: Use synonyms to cover different user inputs. For example, if the buttons show Yes and No, you can create a synonym group that includes yes, yeah, ya and so on. This way, if the user types yeah instead of choosing the Yes button, they still receive the relevant answer.
  8. Select the type of button you want to use.

    You can either use quick buttons or persistent buttons. Quick buttons appear under the content as separate buttons and once the user selects an option, the rest of the options disappear. Persistent buttons appear as a list under the content and all of them remain visible to the user after they select one. Use the quick button if only one of the options is relevant to the user. Use the persistent buttons if multiple options could be relevant to the user.

  9. Add the content that is to be presented upon clicking the button.

    You have the following options:

    • Content: Enter the content that is to be presented to the user when they click on the button.
    • Variation ID: You can specify the article variation that is to be presented to the user.
    • Article: Use this option to direct the user to an answer in the knowledge base. You can search for articles by title.
    • Statement: Use this option if the answer has more variations associated with different contexts and you want the bot to display the relevant variation based on context. Enter the title of the article with multiple variations.
    • URL: You can create a link to a webpage with this option.
    • Phone Number: You can use this option to add a phone number and call the number defined when clicked.
      Note: Using this option affects the channeling score for phone on the Dashboard. For more information about the channeling score see What do I see on the Dashboard?.
    • External: Use this option to transfer parameters to an external interface. This is useful for handshaking with a customer app that uses certain parameters from the conversational bot.
  10. Optional: Besides plain text, you can also insert HTML elements in the conversation tree to enhance the conversation's look and feel, as well as its functionality. For example, you can enter a link in the conversational statement by adding an HTML tag in the Article Editor's text field.

How can I report that I found personal data?

Digital DX AI has a built-in mechanism to replace personal data with asterisks in user searches, but sometimes you may still find personal data in Search Optimizer, on the Dashboard or in Reporting.

In the AI Console, users with view permission for Analytics have the option to mark user queries that contain personal data so that they can be removed. You have modify permission for Analytics? Follow these steps to obscure and remove the data.

  1. Go to Analytics > Reports.
  2. Run a report that contains the Query field.
  3. Find the query that contains sensitive data and choose (Personal Informaition in Query).
The icon turns red and the value of the Holds PII column changes to True for the query.

How do I review overlapping phrasings?

While editing an article, you notice that it has overlapping phrasing.

Digital DX AI enables knowledge managers to easily optimize phrasings by providing a list of articles that use the same or similar phrasing.

  1. In the Article Editor, select Overlapping phrases above the intent.

    This button is only available for an article that contains overlapping phrasings with other articles.

  2. On the Overlapping phrases dialog, select an article from the list to open it for editing on a new tab.
  3. Edit the phrasing of the article you just opened or go back to the original article and edit the relevant phrasing there.

    Unique phrasings ensure visitors get the most relevant results during search.

  4. Publish the articles.

What about security in the Digital DX AI platform?

We work hard to ensure your security and recognize its importance:

  • Bold360 AI servers are hosted on Amazon's EC2 cloud, it is secured via AWS firewall services to insure that customer knowledge & data are safe.
  • Manage access to our servers is restricted to TLS cryptography.
  • Each of our customers is assigned a unique set of login credentials that only allows access to the customer's own cluster of data. All passwords are enforced for a strict complexity policy. Access to your data is only granted to privileged users in your organization and Bold360 AI privileged users.

Add increased security for Slim and Harmony widgets

To increase the level of security, Digital DX AI introduced Cross-origin resource sharing (CORS) policies to the APIs. This enhancement enables you to restrict your widgets and Support Centers to a single URL domain or a list of domains. If a malicious intruder copies your HTML snippet code and adds it to any other site, the widget or Support Center on that site will not work.

Until now, you could define the URL of a secure Support Center in the Main Site URL field on the Touchpoints > Support Center > Settings page. From now on, to set up a secure Support Center, do the following:

  1. On the Touchpoints > Support Center > Settings page, copy your Support Center URL from the Main Site URL field.
  2. Go to the Admin Center > Preferences page.
  3. In the Allowed Origins field, paste your Support Center URL that you have copied from the Main Site URL field.
  4. Add your main customer website URL to the list.
  5. Save your changes.

For more information and to see more Bold360 certifications, please visit the LogMeIn Trust & Privacy Center.

How to copy support center settings between knowledge bases

When you already have a support center, you can copy the settings of the support center from one knowledge base to another so that you don't have to start from scratch.

  1. In the AI Console, go to Touchpoints > Support Center.
  2. At the top of the page, choose Copy Support Center.

    Result: The wizard is displayed.

  3. In the Select Target Support Center step, select the knowledge base where you want to replicate the existing support center in the Target KB field.
  4. In the Target Support Center, choose the support center in the target knowledge base into which you want to copy the settings.
  5. Select Next.
  6. In the Select Templates to be copied step, choose the support center templates that you want to copy to the new knowledge base.

    These are the templates that you can find on the Page Templates tab of the Touchpoints > Support Center page.

  7. Select Next.
  8. In the Select Support Center Settings to be copied step, choose the settings you want to copy to the new support center.
  9. Select Next.
  10. In the Summary and Confirmation step, choose Apply and when prompted, confirm that you want to overwrite the existing support center configuration in the target knowledge base.
    Important: Once you overwrite a support center configuration, you can't revert it to an earlier version.

How do I configure Digital DX AI outgoing mail settings to use gmail SMTP server?

To use the Gmail SMTP server, do the following:

  1. In the AI Console, go to Admin Center > Ticketing Settings.
  2. On the Ticketing Basics tab, select Sends emails through custom SMTP server.
  3. Set the following settings for the custom SMTP server:
    • SMTP host: set the SMTP port to 587. For example, smtp.gmail.com:587
    • Type your SMTP server username and password.

Conversion tracking analytics

Note: Conversion tracking has been integrated into Proactive Outreach. For more information, contact your Customer Success Manager.

Conversion tracking measures how Digital DX AI affects sales on your website over time.

Digital DX AI uses a split traffic test. Website traffic is split into a Digital DX AI group and control group. This allows the tracking of both conversion rate and average order value, with and without Digital DX AI.

To enable conversion measurement:

  1. Navigate to Analytics > Tracking.
  2. Create a new Journey as described here.
  3. Implement the conversion script on your website. Charts with conversion analysis data are displayed.
Note: The Revenues parameter must be entered in the script for AOV and Incremental Revenue charts to be displayed.

Conversion rate chart

This chart shows the conversion rate of your site for the Digital DX AI group versus the control group (visitors without Digital DX AI).

Formula: Conversion Rate = (Number of Conversions / Number of Visitors) x 100.

AOV Average order value chart

This chart shows the Average Order Value of your site for the Digital DX AI group versus the control group (visitors without Digital DX  AI).

Formula: AOV = Total Revenue / Number of Conversions

Incremental revenue chart

This chart shows the difference in sales revenue between the Digital DX AI group versus the control group (visitors without Digital DX AI). For this calculation, control group sales are represented by extrapolated data that works on the assumption that all visitors are in the control group.

Formula: Incremental Revenue = Digital DX AI group Revenue - (Total Visitors x Conversion Rate Control Group x AOV Control Group).

  • Total revenue assisted by Digital DX AI is the total revenue from users in both groups during the selected time period.

Funnel chart

  • Total visitors: The total number of visitors to your website.
  • Visitors: The number of visitors who are shown a Digital DX AI widget versus those who are not (Control Group).
  • Converted: The percentage and total number of purchases made by users who used Digital DX AI versus those who did not.
  • Average order value: Provides you with the amount dependent on your currency set up by the amount of order revenues which were increased by users with Digital DX AI widgets against those who are not displayed with the Digital DX AI Widgets.
  • Total revenue: Total sales revenue from users who saw a Digital DX AI widget versus those who did not.

Details/logs

This chart is divided by two sections.

  • Topics leading to conversion: Questions asked by your customers on Digital DX AI before conversion.
  • Recent Conversions: A log of conversions tracked on your website.

How to turn on/off notifications for incoming chats, emails

You can set the Agent Workspace to either play a sound or not when you receive a chat or email.

  1. Sign in to the Agent Workspace.

    Result: The Agent Workspace is displayed.

  2. At the bottom left of the workspace, click the speaker icon to toggle notifications on and off.


    Note: You cannot change the sound volume of notifications.

How to monitor the emails of your organization

You can view emails that are waiting in queue, closed, or currently assigned to an agent in your organization.

To list emails, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Emails > Grid View: All Email Threads permission to see emails in Monitor View.

Then select Email from the Channels drop-down list. Emails are grouped on the following tabs:

Queue
Emails in queue waiting to be assigned to an agent.
Assigned to Agent
Emails which have already been assigned to an agent.
Closed
Closed emails of your organization.

View email details

You can select the level of email details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the email list. Sorting does not apply to the column order in the email list.

You can also filter emails by department and email folder. To do so, click the department selector or the email folder drop-down list respectively.

Depending on what emails you view, the following email details are displayed:

Accepted
The date and time when the first agent accepted the email thread.
Agent
The name of the agent who the email thread is currently assigned to.
Answered
Time and date when the email was first answered.
Answered by
The name of the agent who first answered the email.
Applied rule name
The name of the routing rule that distributes emails based on settings such as Department.
Closed
The time and date when the email thread was closed.
Closed by
The name of the agent who closed the email thread.
Created
Time and date when the customer sent the first email in the thread.
Department
The department the email thread is currently assigned to.
Destination email address
The email address where the customer originally sent the email.
Email account
The email account of the agent as defined in the Admin Center.
Email count
The combined number of emails that the customer and the agent have sent in the thread.
Email thread ID
The identifier of the email thread.
Email thread type
The email protocol used to receive emails.
First incoming arrived
Time and date when the first email in the thread arrived at Digital DX.
Folder
The email folder in Digital DX where the email is saved.
Last assigned answered
The time and date when the last assigned agent answered the email.
Last assigned by
Either Automatic Distribution or the Digital DX user who last assigned the email to an agent.
Last email type
The direction of the last email in the thread, which is either inbound or outbound.
Last incoming arrived
Time and date when the last email in the thread arrived at Digital DX.
Opened
The time and date when the agent opened the first email in the thread.
Queue Time
The time and date when the last email entered the queue. Queued time determines the order in which Automatic Distribution assigns queued emails to agents.
Subject
The subject of the customer's email.
Total reassign
The number of times the email thread was assigned to an agent.
Updated
The time and date when the email thread was last changed.
User email address
The email address of the customer.
User email name
The name of the customer as defined by the email address.

Manage your email threads

You can do the following when you monitor your email threads:

Get the preview of an email
Select an email in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the email preview panel on the right of the email list.
Search for email threads
You can search for email threads based on any details that you see in the columns. When you type into the Search field above the list of emails, it dynamically filters and lists those emails that contain your search term in any visible columns.
Filter closed email threads
You can list email threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed email threads. You can also select a custom date-range from the calendar. Click Refresh to list closed email threads for the selected period. Only those email threads are listed where the Closed date is within the defined period of time.
Filter your own emails
You can list your own emails on the Assigned to Agent and Closed tabs by clicking My items above the list of emails.
Transfer emails
You can transfer emails between agents in your organization on the Queued and Assigned to Agent tabs. Transferring emails is similar to transferring chats. For more information, see How to transfer a chat.
Sort emails by column
Click the column name to sort emails by that order.

Set up warnings for your emails

You can set up warnings to display that there are issues with some of your email messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the email was Created or Answered.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see email threads marked in red.

    Note: You can define conditions only for columns that display time.
  4. Click OK to save your changes.

    Result:

Bold360 Training and Education

We provide videos and other sources of information to help you get started. Whether you have an Agent or AI account, this is an easy way to start your journey into Bold360.

Check out our training website.

Where do I find a complete list of Digital DX reports

Use Digital DX's reporting tools to analyze and interpret the underlying data associated with site engagements and facilitate the transformation of data into actionable information.

Digital DX's reports are available at the reports site. Every time you run a report, the new report is displayed in the same window. Using Digital DX reports does not require any special license.

Chat Reports:

Report Documentation Description
Chat Summary here

The report includes a breakdown of all button clicks (reactive and proactive) and their associated disposition: clicks made when your agents were unavailable, clicks by blocked customers, the number of chats that ended before the agent could answer it (abandoned), chats that went unanswered, and answered chats. The report also includes useful operational data like average message count and average length of chats. You can group and filter the report several ways in order to see the data from different perspectives.

Chat Conversion Summary here

The report includes a breakdown of all conversion by the various groupings available for chats on the same visit, auto-invite chats and/or conversions done without interaction from an operator. For a given date, operator, or other grouping the report breaks down the conversions for your analysis.

ACD Summary here

You’ll see the total chats assigned automatically to agents (offered), the number of chats that ended before the agent could answer it (abandoned), and the number of chats taken away from an agent and given to another because the chatter’s wait time exceeded your threshold (reassigned.) The report also includes useful operational data like average message count, the average length of chats, and the maximum number of customers waiting in queue. The report can be grouped and filtered in several ways in order to see the data from different perspectives.

Missed Opportunities Summary here

The Missed Opportunities Summary report shows, for example, the number of customers who were not invited to chat because of unavailability and the number of chat button clicks occurring outside of established chat hours. The report can be grouped and filtered in several ways in order to see the data from different perspectives.

Canned Message Summary here

The Canned Message Summary provides - either across your entire account or on an operator by operator level - the most frequently used canned messages. Canned Message grooming is a live chat best practice and this report - especially when filtered by department or key date ranges - is an excellent starting place.

Salesforce Summary here

The Salesforce Summary shows how many Salesforce Contacts and/or Leads were pushed (manually or automatically) into Salesforce from a total number of answered chats. The report can be grouped and filtered in several ways in order to see the data from different perspectives.

Chat Assignment Report here

The Chat Assignment Report shows data for chats that were assigned by the ACD, re-assigned by the ACD, and/or transferred by another operator.

ActiveAssist Chat Summary here

The ActiveAssist Summary will show the number of chats that also included a co-browsing and/or remote control session. For a given date, operator, or other grouping, you’ll see the number of chats with sessions, the number of successfully connected sessions, and key data about the sessions and chats themselves.

Button Availability Report here

For example: When were your chat buttons available? Did they reach queue limits? When? For how long? Were there times when no operators were available? For a given period, you can view data for specific/all chat buttons in your account, or for specific/all types of status change.

Chat Keyword Summary here

For a given date range, this report contains the list of top search engine keywords used by customers to arrive on your website.

Service-Level Answered here The Chat Answered Service Level Analysis report shows, for a total number of answered chats, the number and percent that were answered within certain amounts of time. From less than 30 seconds to greater than 5 minutes, the report provides a breakdown across 11 linear time increments as well as overall averages. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator.
Service-Level Unanswered here The Chat Unanswered Service Level Analysis report shows, for a total number of unanswered chats, the number and percent that were unanswered for certain amounts of time. From less than 30 seconds to greater than 5 minutes, the report provides a breakdown across 11 linear time increments as well as overall averages. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator.
Service-Level Chat Duration here The Chat Duration Service Level Analysis report shows, for a total number of answered chats, the number and percent that lasted for certain amounts of time. From less than 30 seconds to greater than 5 minutes, the report provides a breakdown across 11 linear time increments as well as overall averages. The report can be filtered in numerous ways and grouped by date, day of the week, hour, or operator.
Service-Level Average Time in Queue here Average Time in Queue answers the following question: How many chats were in the unassigned queue for various amounts of time before being assigned? Each row represents a date, period, or operator. Each column is an amount of time. For a given date, period, or operator, each cell is the number of chats that waited the given amount of time before assignment.
Operator Survey Report here

The Operator Survey report provides an operator by operator view of performance on the after-chat survey. For a total number of answered chats, the report shows the average speed of answer, average length of those chats, and the number/percent of completed after chat surveys. For completed surveys, the average scores for Responsiveness, Professionalism, Knowledge, and Overall Rating are presented. The report can be filtered allowing different views of data.

Operator Survey NPS Report here

The NPS Operator Survey report provides an operator by operator view of performance on the after-chat survey. For completed surveys, the NPS scores are presented. The Net Promoter Score, or NPS®, is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. The report can be filtered allowing different views of data.

Operator Activity Report here

The Operator Activity report provides, for a number of answered chats, the number and percent that were missed. A missed chat occurs either because the operator didn't answer the chat before exceeding a wait-time threshold or because the customer abandoned the chat. The report also shows the assignment's average speed of answer, average length of answered chats, the average message count, and the average amount of time it took the operator to respond after the customer submitted a message (average response time). The report can be grouped and filtered in several ways in order to see the data from different perspectives.

Operator Productivity Report here

The Operator Productivity report provides an operator by operator overview of their time spent chatting. For a given date range, the report shows how many hours and minutes the agent was available for chats, how much time they spent engaged in chats, how much time they spent idle, and a utilization calculation. The report also provides the amount of time spent handling concurrent chats, the agent's average response time, the number of chats they took per hour, and the maximum and average number of simultaneous chats.

Operator Custom Survey Report here

The Operator Custom Survey report provides an operator by operator view of performance on the default post-chat and custom pre/post-chat survey fields of the after-chat survey. For completed surveys, the raw scores for each custom field are presented and open ended comments are also included. The report can be filtered allowing different views of data.

Operator Custom Wrap-Up Report here

This report returns the data submitted by operators on the Custom Wrap-Up form. Data is shown per operator and can be filtered.

Auto Answers Chat Summary here

This report provides details about how many customers interacted with auto answers, read content, rated content and went to chat. Use the "Auto Answers Attempt" filter to break down this data for a particular attempt.

Auto Answers Canned Message Summary here

This report provides details about canned messages used by the Auto Answers feature. See which canned messages were presented to the customer, which ones were rated, and how well they were rated.

Auto Answers Customer Question Detail here

Review what types of questions website customers are entering into the Auto Answers feature. Analyze this information to update canned message content appropriately in order to maximize the effectiveness of Auto Answers.

Email Reports:

Report Documentation Description
Assignment Summary here

Analyze data such as email assignments accepted during the time period (per operator), average time to accept email assignments, average speed to answer email assignments, and more.

Assignment Status Summary here

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Thread Status Summary here

This report provides the status of new email threads created in the date range specified. It includes details about the number of unanswered and answered emails for open as well as closed email threads.

Assignment Activity Summary here

This report returns activity for individual emails exchanged within a thread based on the operator assigned to the individual emails. Date reported includes average time to close, average speed to answer, average time to respond, number closed but answered, number closed but unanswered, and more.

Thread Activity Summary here

This report returns activity for individual emails exchanged within a thread based on the operator assigned to the thread. Date reported includes average time to close, average speed to answer, number closed but answered, number closed but unanswered, and more.

Email Thread Answer Performance Summary here This report returns the time it takes for email threads to be answered, based on the selected grouping. The report selects the email threads that were answered inside the date range you select. Time-to-answer is the interval between the first email's arrival to the Bold server and the initial response to that email by an operator.
Email Thread Close Time Performance Summary here This report returns the time it takes for email threads to be closed, based on the selected grouping. The report selects all the answered email threads that were closed inside the date range you select. Time-to-close is the interval between the time the thread was first answered to when it was closed.
Email Assignment Answer Performance Summary here

This report returns the time it takes for email assignments to be answered, based on the selected grouping. The report selects all the email assignments that were answered inside the date range you select. Time-to-answer is the interval between assignment to an operator and the operator's response.

Email Assignment Close Time Performance Summary here

This report returns the time it takes for email assignments to be closed, based on the selected grouping. The report selects all the answered email assignments that were closed inside the date range you select. Time-to-close is the interval between the time the email was first assigned to when it was reassigned or closed.

Email Time To Respond Performance Summary here This report returns the time it takes for an email to be responded to, based on the selected grouping.
Email Productivity - Accepted here

See the number of accepted email threads by the given grouping for a specified date range. An email is considered accepted when an operator accepts or responds to an assigned email thread.

Email Productivity - Answered here

See the number of answered email threads by the given grouping for a specified date range. An email is considered answered when an operator is the first to respond to an email thread.

Email Productivity - Assigned here

See the number of assigned email threads by the given grouping for a specified date range. An email thread is considered assigned on each new assignment or re-assignment.

Email Productivity - Closed (Answered) here

See the number of email threads closed with an answer by the given grouping for a specified date range. An email thread is considered closed (answered) when an operator closes an email thread with at least one response email.

Email Productivity - Closed (Unanswered) here

See the number of email threads closed without an answer by the given grouping for a specified date range. An email thread is considered closed (unanswered) when an operator closes an email thread with no response email.

Email Productivity - Received here

See the number of individual emails received by the given grouping for a specified date range.

Email Productivity - Sent here

See the number of individual emails sent by the given grouping for a specified date range. Sent emails are independent of email threads.

Email Productivity Summary here

See the average of several key email metrics for a specified date range.

Email Productivity - Time To Respond here

See the response time to received emails for a specified date range. Only received emails with a corresponding reply email will be counted in this calculation.

Login Reports:

Report Documentation Description
Multi-Service Productivity here

The Multi-Service Productivity report provides an operator by operator overview of their time while assigned different service items. For a given date range, the report shows how many hours and minutes the agent was available, how much time they were assigned work items, how much time they spent idle, and a utilization calculation. The report also provides the amount of time spent handling concurrent assignments, the number of assignments they took per hour, and the maximum and average number of assignments. All this is broken out as well for each department assigned items for an operator. This is then rolled up into aggregate utilizations for each department an operator is a member of, as well as across all departments on the account.

Peak Concurrent Login Summary here

In a given time range, grouped by day, the Peak Concurrent Login report returns the number of logged in operators and time of day when the highest number of operators were logged in at once.

Chat Login Summary here

The Chat Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Chat Login Details here

The Chat Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Email Login Summary here

The Email Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Email Login Details here

The Email Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Ticket Login Summary here

The Ticket Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Ticket Login Details here

The Ticket Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Twitter Login Summary here

The Twitter Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Twitter Login Details here

The Twitter Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

SMS Login Summary here

The SMS Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

SMS Login Details here

The SMS Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

FB Messenger Login Summary here

The Facebook Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

FB Messenger Login Details here

The Facebook Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

Messaging Apps Login Summary here

The Messaging Apps Login Summary can be grouped only by operator and shows how much time (in hours and minutes) for a given date range, the operator was logged in as available and away. A breakdown by client application type is also included.

Messaging Apps Login Details here

The Messaging Apps Login Detail can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that be logging in as available or away, or logging out.

SMS Reports:

Report Documentation Description
SMS Status Summary here

This report provides the status of new SMS conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

SMS Assignment Status Summary here

This report provides the status of new SMS assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

SMS Activity Summary here This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.
SMS Assignment Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

SMS Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer SMS conversations and the performance within user defined time intervals.

SMS Assignment Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer SMS assignments and the performance within user defined time intervals.

SMS End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close SMS conversations and the performance within user defined time intervals.

SMS Assignment End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close SMS assignments and the performance within user defined time intervals.

Facebook Messenger Reports:

Report Documentation Description
FB Messenger Status Summary here

This report provides the status of new FB Messenger conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

FB Messenger Assignment Status Summary here

This report provides the status of new FB Messenger assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

FB Messenger Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

FB Messenger Assignment Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

FB Messenger Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer FB Messenger conversations and the performance within user defined time intervals.

FB Messenger Assignment Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer FB Messenger assignments and the performance within user defined time intervals.

FB Messenger End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close FB Messenger conversations and the performance within user defined time intervals.

FB Messenger Assignment End Time Performance Summary here

For a specified date range, analyze the distribution of the time to end FB Messenger assignments and the performance within user defined time intervals.

Messaging Apps Reports:

Report Documentation Description
Messaging Apps Status Summary here

This report provides the status of new Messaging Apps conversations created in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended conversations.

Messaging Apps Assignment Status Summary here

This report provides the status of new Messaging Apps assignments assigned in the date range specified. It includes details about the number of unanswered and answered texts for open as well as ended assignments.

Messaging Apps Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

Messaging Apps Assignment Activity Summary here

This report contains details such as the number of texts sent and received, average time to respond, number of answered, ended answered and ended unanswered texts along with average speed to answer and average time to end for answered.

Messaging Apps Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer Messaging Apps conversations and the performance within user defined time intervals.

Messaging Apps Assignment Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer Messaging Apps assignments and the performance within user defined time intervals.

Messaging Apps End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close SMS conversations and the performance within user defined time intervals.

Messaging Apps Assignment End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close Messaging Apps assignments and the performance within user defined time intervals.

Visit Reports:

Report Documentation Description
Visit Summary here

The report shows the total number of customers, the number of new and repeat customers, the average time customers spent on site, the total and average number of customer page views, and the average time per page. The report also includes information about the performance of proactive invites including the total number of invitations sent, number declined and ignore, and the average acceptance rate including a 95% confidence interval. The report can be grouped and filtered in numerous ways to provide different perspectives on the data. A very useful grouping is by "custom invite" which will allow an analysis (again within a 95% confidence interval) on the best performing proactive invitations.

Invite Summary here

The Invite Summary report, grouped only by proactive invitation rule, shows the number of times the invitation was offered, accepted, declined and ignored. Percentages are included as well.

Visit Chat Interactions here

The Visit Chat Interactions report shows the visit data associated with visits which also had a chat interaction. The report provides the total number of chats (grouped in one of a variety of ways) and then the number of those chats associated with either a new or return visit. Also included are the average time the chat customers spent on site, the average and total number of page views they had, the number of the chats occurring from invitations, and the average chat message count and duration.

Visit Keyword Summary here

For a given date range, this report contains the list of top search engine keywords used by customers to arrive on your website.

Experiment Reports:

Report Documentation Description
Experiment Summary here

For chat buttons, see the number of customers to whom each button was presented and the number who accepted (clicked to chat). For invitations, see the number of customers invited and the number who accepted (clicked to chat). You can also compare conversion data for the items in your experiment in comparison to the control.

Experiment Detail here

For chat buttons, see the number of customers to whom each button was presented and the number who accepted (clicked to chat). For invitations, see the number of customers invited per test invitation and the number who accepted, declined, or ignored. You can also compare advanced conversion data for the items in your experiment.

Twitter Reports:

Report Documentation Description
Twitter Status Summary here

This report provides the status of new twitter threads created in the date range specified. It includes details about the number of unanswered and answered tweets for open as well as ended threads.

Twitter Activity Summary here

This report contains details such as the number of tweets sent and received, average time to respond, number of answered tweet threads, ended answered and ended unanswered tweet threads along with average speed to answer and average time to end for answered tweet threads.

Twitter Answer Performance Summary here

For a specified date range, analyze the distribution of the time to answer tweets and the performance within user defined time intervals.

Twitter End Time Performance Summary here

For a specified date range, analyze the distribution of the time to close tweet threads and the performance within user defined time intervals.

Ticket Report:

Report Documentation Description
Ticket Summary  

Includes details about the number of new and closed tickets along with the average time for which tickets were open (from created to closed).

Contact Report:

Report Documentation Description
Contact Summary here

The data can be grouped in a number of different ways including date, day of the week, hour, operator, country etc.

Basic Reports:

Report Documentation Description
Basic Summary here

For a given date range this report contains graphs for total chats, a summary containing the number of new customers vs return customers, number of invited vs customer initiated chats, most clicked chat button location, customer chat acceptance rate, location where invitations had the highest acceptance rate, chat engagement rate and a number of other useful metrics. Based on the data included in the report, automated logic suggests one or more tips so that you can improve the quantity and quality of chat interactions.

One of the easiest ways to help manage the deployment is to leverage scheduled reports. Reports can be scheduled one time and then emailed out automatically on a set frequency, even to individuals who are not set up with Digital DX.

When a customer wants to chat with a live agent, their interaction goes through a complex lifecycle. Here's the oversimplified version of this complexity.

1. Created > 2. Started > 3. Answered > 4. Ended > 5. Closed

Let's look at what happens in a simple scenario:

  1. The customer clicks a chat button on a website This is when a chat is in Created status.
  2. The customer fills in the pre-chat form and clicks "Start". This is when chat status changes to Started.
  3. Depending on whether you have Automatic Distribution enabled, the chat is assigned to an agent either automatically or manually. This is when chat status changes to Assigned.
  4. The agent answers the chat, and chat status changes to Answered.
  5. The customer or the agent ends the chat, and chat status changes to Ended.
  6. The agent fills in the wrap-up form and chat status changes to Closed.
  7. If there is no wrap-up form, the chat closes after the Auto-close interval set on the Agent Wrap-up page of the chat window setup.

What if you have a chatbot?

A chatbot does not significantly influence a chat's lifecycle.

  1. A chat begins with the customer clicking a chat button on a website. This is when the chat is in Created status.
  2. Chat status changes to Started after the first interaction with the chat window (customer starts typing), or if there is an auto-question when the widget opens.
    Important: Since the bot does not count as an agent who answers the customer, chat status never changes to Answered while chatting with the bot. Therefore, Answered time in the Agent Workspace will always display N/A.
  3. The customer at some point may decide to escalate the chat to a live agent. At this point, the customer may have to fill in a pre-chat form and the chat's Started time is updated. In other words, the chat is started again; this time with a live agent.
  4. From here on, the chat's lifecycle is the same: the chat is first Answered, then Ended, and finally Closed.

How do I import my knowledge base from ServiceNow?

Bold360 AI uses ServiceNow's API to import knowledge base articles.

Remember: Your account must have the Enable ServiceNow article import setting enabled for each knowledge base where you want to import articles. Contact your Customer Success Manager for more information.
Note: If you are looking for information about importing articles in a batch using Bold360 AI's API, see this article.

Integrate ServiceNow with Bold360 AI

Before you can import knowledge base articles, you must first integrate ServiceNow with Bold360 AI as follows:

  1. In the AI Console, go to Admin Center > KB Setup and choose the Integration tab.
  2. From the Third-party service drop-down list, select ServiceNow. From your ServiceNow account copy the following details:
    • Copy the instance URL from your browser. Look for https://< instanceURL >.servicenow.com
    • Enter your ServiceNow user credentials.
    • From the Application Registry page in ServiceNow, create a new OAuth API endpoint for external clients that you want to use to set up a connection between ServiceNow and Bold360 AI. Then copy Client ID and Client secret to the Bold360 AI platform.

    The following is an example of the ServiceNow integration parameters:

  3. Choose Connect.

ServiceNow is now integrated with Bold360 AI.

Import Knowledge Base articles

To import knowledge base articles, do the following:

  1. Select the Bold360 AI knowledge base where you want to import articles. Note: You can only import articles to a single Bold360 AI knowledge base. Your account must have the Enable ServiceNow article import setting enabled for this knowledge base.
  2. Go to Admin Center > KB Setup and choose the Integration tab.
  3. Select the ServiceNow knowledge bases that you want to import. These are pre-populated during the integration process.
  4. Optionally, select article labels to filter the articles in the selected knowledge bases.
  5. Choose Fetch Articles and wait for the list of articles to load. Depending on the number of articles in the selected knowledge bases, this process may take a while.

    Articles that you can update in your Bold360 AI knowledge base are listed. Only those articles are listed that have changed in ServiceNow since your last knowledge base import.

  6. Select the articles that you want to import. You can click the arrow next to the title of an article to view its content.

    Articles are color-coded in the list to reflect changes in the ServiceNow knowledge base:

    • Green: new article. A new Bold360 AI article will be created.
    • Yellow: updated article. The article in the ServiceNow knowledge base has been changed. If you have edited the article in Bold360 AI then those changes will be overwritten when importing from ServiceNow.
    • Red: deleted article. The article will be removed from the Bold360 AI knowledge base.
  7. Choose Import selected articles at the top of the list.

The ServiceNow articles are now imported into your Bold360 AI knowledge base.

What happens after articles are imported?

The imported articles receive a ServiceNow label and their expiry dates are also synchronized. When an article expires, it is removed from the live site. To see expired articles in Bold360 AI, go to Knowledge > Expired.

Finally, the revision list is updated to reflect the changes in the number of imported articles.

How do I add a tag data to conversion tracking?

Note: Conversion tracking has been integrated into Bold360 Acquire. For more information, contact your Customer Success Manager.

The following API allows you to identify the user in conversion reports in order to track the conversion on your website. It also measures the impact that Bold360 AI usage has on conversion (showing the conversion gain for users that use the Bold360 AI widget).

The conversion tracking tool includes a Conversion Log that shows the time and IP address of each converted user that used the Bold360 AI widget.

You can add tagging for each user that will be shown in the conversion log for each conversion.

This can be done by adding the conversionTag value.

Example:

Replace CONVERSION_TAG with a unique page name.
_nRepData["conversionTag"] = "CONVERSION_TAG";
Example:

To identify a user who purchased a camera, add this line:
_nRepData["conversionTag"] = "Camera";

How to exclude dates from the SLA business hours?

In some cases, such as holidays and national holidays, it is important to add exclude dates to your SLA business hours.

  1. Go to Admin Center > Ticketing Settings > SLA Tracking.
  2. Under Special working days, click Add new.
  3. In the calendar, choose the date to be excluded in the SLA, then select Exclude.You can also choose Include to apply specific SLA hours for a specific date.
  4. Click Save changes.

Google Analytics Integration overview

Bold360 AI allows you to track your visitor's behavior and activity using the Google Analytics platform.

Note: If you are using Google Analytics 4, you'll need to implement custom code on your website to send data. For more information contact your Customer Success Manager.

There are two ways to implement Google Analytics snippet: synchronous and asynchronous. Currently, we only support the asynchronous snippets.

Google Analytics integration is enabled by your Customer Success Manager and you will be able to see the results in your GA Dashboard within 24 hours of activation.

Our goal is to allow maximum transparency and usability of the Bold360 AI framework to drive a better customer experience and, ultimately, value: BI, conversion increase and cost-reduction.

Custom events

If you want to send additional/customizable events, you can use our events API to trigger custom functions, including Google Analytics sending sequences. See our Events API documentation below:

Bold360 ai Events API (Arcade and Modern)

Bold360 ai Events API (Slim)

If you use our Support Center, it is also possible to add custom events for visitor's interaction there. For example, you can track click events on navigation, escalations, articles feedback and so on.

What is a conversational bot and why do I need it?

Bold360 AI platform delivers a conversational bot solution that leverages our Contextual-Answers technology together with our proprietary Natural Language Processing solution.

The conversational platform provides a messaging-based user experience in which the Bold360 AI engine gathers information from the customer similarly to how a human agent would do in a regular conversation. Based on customer input and the engine's search capabilities, the conversational bot provides the customer relevant information.

Like other Bold360 AI widgets, the conversational bot can be deployed across multiple touchpoints. Bold360 AI allows for dynamic selection of parameters that can be based either on integration with your API or on dynamic lists that you provide to retrieve information. Here's what makes the conversational bot unique:

  • Continuous conversation
  • Conversational prompts
  • Dynamic content and personalization
  • Buttons and selection options
  • Image Galleries
Continuous conversations

You can customize the bot's "memory" and define the context in which the bot will remember pieces of the conversation. The bot's ability to remember context enables the conversation. In the following example, the bot remembers that the context is currency exchange:

Conversational prompts

Just as with live agents engaging in real conversations, you can teach the bot to ask follow-up questions to gather the information it needs to answer the customer's question. In essence, the bot identifies the customer's intent and prompts for further information.

The following is an example with multiple prompts:

Dynamic content and personalization

You can define one article (one answer) that would answer a question based on dynamic information that comes from either an API or a dynamic table. The integration with your API can drive personalization in the bot and can answer questions like "What is the status of my claim?" or "How many miles are available for me to redeem?"

You can also use a dynamic table to retrieve information based on context as shown in the following example, where a single article is used to retrieve parameter-based information.

Example

Buttons and selection options

Buttons allow you to add structure to the bot conversation and offer article-specific and follow-up actions. These buttons can either point to other articles/content, open a URL, or offer click-to-call.

Example (Buttons leading to articles/options):

Example (Buttons leading website or click to call)

Image Galleries

Image galleries help bring life and color into the bot conversation. You can use multiple images that the customer can scroll through and take action. You can also use them for product pictures and offers and have the user select between different products.

Example

How can I add conversion tracking?

Note: Conversion tracking has been integrated into Bold360 Acquire. For more information, contact your Customer Success Manager.

Here's how to add a new journey (also known as conversion tracking script):

  1. Go to Analytics > Tracking.
  2. Click New Journey Tracking at the bottom of the page.

    Result: The New Journey page is displayed.

  3. On the New Journey page, enter a name and click Next.

    Result: The [New Journey Name] page is displayed.

  4. Set up your journey script:
    1. Track visitors' URL - Choose the domain to which you want to add the journey script and collect journey analytics.
      Tip: To add the journey script to all of your domains, select All Domains.
    2. Track my sales revenue - Include sales revenue in your journey script. You must choose a currency.
      Important: Revenue statistics/analytics will be unavailable unless you enable this option.
    3. Split test control group - Specify the percentage you want to measure within the control group - that is, the number of visitors who will not see a Bold360 AI widget.
  5. Click Next.

    Result: The conversion tracking code snippet is displayed. Here's a sample code snippet:

    <script type='text/javascript' src='https://my.Nanorep.com/~YOUR_ACCOUNT_NAME/common/API/trackConversion.js? account=YOUR_ACCOUNT_NAME&id=JOURNEY_ID&sid=39316202&revenue=TOTAL&orderId=ORDER_ID'> </script>
  6. The code contains placeholders. You must replace these with real values to correctly track your sales:
    1. Replace TOTAL with your current sale value in your currency. For example, revenue=50.00
    2. Replace ORDER_ID with your order ID. The order ID parameter is a dynamic parameter, based on the order ID on your site.

What are the best practices for the bot's introduction message?

Learn how to best set up an introduction message for the bot to make the most of the bot experience.

When the widget is presented, display an introduction that follows these guidelines to set proper expectations:

  • Let customers know they are chatting with a bot or virtual assistant and not a live person. We recommend you include terms like bot or virtual assistant in the introduction message. Be consistent in how you refer to the chatbot.

  • Give a few examples or some explanation on what the bot can and can't answer, for example, I understand short and simple questions best.
  • Tell customers what happens if the bot can't help, for example, they can start a live chat or call customer service, depending on what channeling you have set up.

Making clear that the customer is engaging with a bot and not a human being sets the customer?s expectations and prevents disappointment and frustration. It also encourages the customer to phrase their questions appropriately.

Tip: We recommend adding the introduction message as an FAQ title in the widget configuration, rather than specifying an auto question. An auto question may count as an interaction and therefore engagement and as such could end up in reporting.

How to create an API key in Bold360 AI

API keys enable you to utilize the API capabilities of Bold360 AI.

An API key is a unique identifier that you can use to integrate other systems like Bold360 Agent with Bold360 AI. You can define multiple API keys, and each one may have its own permissions.

  1. In the AI Console, go to Admin Center > API keys and select Add API Key.

  2. Name your API key at the top of the page.

    Example: If you're creating an API key for integration with Bold360 Agent, you could use the Bold360 Live Chat name.

  3. Under Permissions, select the permissions for this API key.

    Example: If you're creating an API key for integration with Bold360 Agent, grant Write access for all categories.

    Important: If you define Write permissions, restrict access to either IP ranges or referrer domains.
  4. Under Allowed knowledge bases, select the knowledge bases that this API key can access.
  5. Under Allowed IP ranges, you can restrict access to specific IP addresses or ranges.

    Enter either a single IP or a range of IPs. You can define one IP or an IP range per line. If you don't want to apply restrictions, you can indicate by enabling Allow All IP Ranges or by entering 0.0.0.0-255.255.255.255.

  6. Under Allowed referrers, you may restrict access to requests originating from specific referrer domains.

    Enter one domain per line.

  7. Choose Generate API Key.
What's Next? Copy the API key to use it during setting up the integration. Follow these steps to integrate Bold360 AI with Bold360 Agent.

How to find chat transcripts

You can find chat transcripts based on chat IDs in Monitor View.

  1. Log in to the Agent Workspace.
  2. To list chats, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

  3. Go to the tab where you want to search for a chat transcript.

    For example, if you are looking for the transcript of a closed chat, go to the Closed tab.

  4. Make sure the ID field is displayed:
    1. Click the cogwheel icon in the top-right corner of the page.
    2. Select the ID field.
    3. Click OK to save your changes.
  5. Select the proper department, chat folder, and date range to filter for chats.
    Important: Monitor View displays only 500 chats at a time. If the chat you are looking for is not displayed in the first 500 results, you cannot search for its transcript.
  6. Search for the chat ID.
  7. Click the chat to see its details, including the transcript.

How to force agents to log out from the Agent Workspace

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To force agents to log out, do the following:

  1. Sign in to the Agent Workspace.
  2. Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
  3. Go to the Live Workload tab.
  4. Click Agents at the top of the page and then select one or more agents.
  5. Click Force log out at the bottom of the page.

How to view agents' live workload and availability

Monitor View provides an overview of the workload and availability on the different channels of all agents in your organization.

Important: You must have Actions > Chats > Grid View: Active Chats permission to access Monitor View.

To see agents' workload, do the following:

  1. Sign in to the Agent Workspace.
  2. Click the arrow in the top-left corner of the Agent Workspace above your list of sessions.
  3. Go to the Live Workload tab.

Workload and availability are displayed on all channels for each agent who is currently signed in to the Agent Workspace. Additionally, at the top of the list, you see the total number of work items assigned to agents and waiting in queue per channel. Data refreshes every minute.

Note: You can only see those channels that are enabled for you and that you have permission to view.

How to filter department-level workload

You can also view the workload of agents in selected departments only. This way, you get an overview of how busy a specific department is.

Note: An agent may be the member of - and receive work items from - multiple departments. When you filter for the agents of a department, work items that are assigned to an agent from other departments are also listed here.

To see the workload of a department,

  1. In Monitor View, go to the Live Workload tab.
  2. In the top-right corner, click the department selector.
  3. Select one or more departments.

    The list is updated automatically.

    Note: The No departments option includes those agents who are not members of any department. You cannot remove this item from the department selector.

How to interpret agent workload

The Live Workload page provides a wealth of information for supervisors. Besides listing those agents who are currently signed in to the Agent Workspace, you get the following details:

  • Agent name - The name of agents may be listed multiple times when they are logged in from multiple browsers.
  • Agent status - Under each channel, you see the availability of the agent. A green dot signals that the agent is available, whereas a yellow dot marks the agent as unavailable. The name of custom agent statuses are displayed as labels. Under the availability mark, you see how long the agent has been in that status. Agent status refreshes in real time.
  • Agent workload - The number of work items currently handled by each agent. When concurrent limits are also set for the agent, you can see the maximum number of work items that Automatic Distribution can assign to an agent at a time. "Unlimited" means that Automatic Distribution is enabled, but there are no concurrent limits set. When Automatic Distribution is disabled, the maximum number of work items is not displayed. See How to set concurrent work item limits per agent.
    Note: By manually taking the next item from the queue, agents can exceed their concurrent limits.
  • Link to current work items - When the agent has at least one active work item, a triangle is displayed in the bottom-right corner of that field. Click on the field to see the list of work items.
  • Combined workload in the header - At the top of the list, you can see the combined workload of all listed agents. These numbers are automatically updated when you change the department filter:
    • Capacity - The maximum concurrent capacity in Automatic Distribution settings.
    • Assigned - The number of work items currently assigned to the listed agents. An agent may have assigned items from departments that are excluded from the current view. Those assigned work items are also included in this field.
    • In queue - The number of customers currently waiting in queue on the specific channel.

How to find customer and assignment history

The Customer History panel displays the content of previous conversations with the selected customer over chat, email, and messaging channels. To open the Customer History and Assignment History panels, do one of the following:

  • In the top-right corner of the Agent Workspace, click Customer History .


    Figure 1. Agent's experience in the workspace
  • In Monitor View, select a work item and click Customer History at the top of the information panel on the right.


    Figure 2. Agent's experience in Monitor View

How to find assignment history

Important: You must have Account settings > View Assignment History permission to view the Assignment History panel. Otherwise, you can only see the Customer History panel.

The Assignment History panel shows the lifecycle of a conversation within your organization. Each time the conversation is assigned to an agent or department, Bold360 creates a new entry in the assignment history.

Assigned to
The agent who was last assigned to the work item.
Assigned by
Name of the person who last assigned the conversation to the agent. ACD is displayed when the conversation was assigned by Automatic Distribution. See How to automatically activate chats (Automatic Chat Distribution).
Department
Department of the agent who was last assigned to the conversation.
Assigned at
Time and date when the work item was assigned to the agent who is currently helping the customer.
Accepted at
Time and date when the agent last accepted the conversation.
Reassigned / Ended at
Time and date when the conversation either ended or was reassigned. When a conversation ends, its lifecycle also ends and there will be no more entries in the assignment history.
Reassigned to
Name of the department that the conversation was reassigned to. Only visible for conversations that have already been reassigned by either an agent or Automatic Distribution.
Reassigned by
Name of the person who reassigned the conversation to the agent. ACD is displayed when the work item was assigned by Automatic Distribution. Only visible for conversations that have already been reassigned by either an agent or Automatic Distribution.

Where to find agent stats in the Agent Workspace

Agents can view statistics on their performance at a glance in your workspace.

The quick view of your agent stats is at the bottom-left of the workspace. It allows you to see up to three stats that the admin considered the most important ones.

To see the details of your stats and to view other performance indicators that your admin defined, expand the agent stats panel.

These indicators provide the following information:

  • Your progress (in percentage) of reaching the daily or weekly target
  • The current value of the selected performance indicator
  • The target value of the selected performance indicator

An administrator can define the following indicators:

  • CC - Closed chats: Number of chats the agent closed
  • NoC - Number of conversions: Number of chats that resulted in sales
  • VoC - Value of conversions: Total value of those sales
  • NPS - Calculated NPS: Net Promoter Score provided by customers in post-survey forms
  • K - Knowledge: Agent's knowledge rated by customers in post-survey forms
  • O - Overall: Agent's overall performance rated by customers in post-survey forms
  • P - Professionalism: Agent's professionalism rated by customers in post-survey forms
  • R - Responsiveness: Agent's responsiveness during chat rated by customers in post-survey forms
Note: Your daily and weekly agent stats also depend on the time zone settings of your LogMeIn account. Choosing the correct time zone impacts reporting.

How to monitor the messages of your organization

You can view messages that are waiting in queue, closed, or currently assigned to an agent in your organization.

To list messages, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.

Important: You must have Actions > Messaging > Grid View: Active Messages permission to see messages in Monitor View.

Messages are grouped on the following tabs:

Queue
Messages in queue waiting to be assigned to an agent.
Assigned to Agent
Messages which have already been assigned to a live agent.
Closed
Closed messages of your organization.

View message details

You can select the level of message details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the message list. Sorting does not apply to the column order in the message list.

You can also filter messages by department and message folder. To do so, click the department selector or the message folder drop-down list respectively.

Depending on what messages you view, the following message details are displayed:

Agent messages
Number of messages the agent has sent.
Answered
Time and date when the message was first answered.
Channel name
Name of your additional messaging channel that has been set up for you.
City
The city where the customer started the conversation.
Closed
Time when the message was closed and was listed on the Closed tab.
Country
The country where the customer started the conversation.
Created
Time and date when the customer clicked the message button.
Customer Email
Email address of the customer.
Customer messages
Number of messages the customer has sent.
Customer name
Name of the customer. Displays the customer's first name only if a last name is also provided.
Department
The department of the agent.
Folder
The messaging folder where the message is saved.
Language
The language of the message, which is English (en-US) by default.
Last message person type
The person who sent the most recent message, which is either the customer or the agent.
Last message sent
Date and time when the customer's most recent message was received.
Message type
The type of message the customer sent. The following types are supported:
  • Facebook
  • SMS
  • Message, which represents a conversation on your additional messaging channels
Messaging ID
The unique identifier of the message thread.
Phone
Phone number of the customer.
Region
The region of the country where the customer started the conversation.
Response time
The total time in seconds that the customer had to wait for answers.
Started
Time and date when the message was started.
Urgency
Urgency of the message.

Manage your messages

You can do the following when you monitor your messages:

Get the preview of a message
Select a message in the list to get a preview of the ongoing conversation with the customer. The preview is displayed on the Customer History panel on the right of the message list.
Search for message threads
You can search for message threads based on any details that you see in the columns. When you type into the Search field above the list of messages, it dynamically filters and lists those messages that contain your search term in any visible columns. For example, you can search for messages an agent received from a specific phone number.
Filter closed message threads
You can list message threads that were closed on selected dates. On the Closed tab at the top of the page, click the date filter drop-down list, which is set to Today by default, then select a pre-defined time span for listing your closed message threads. You can also select a custom date-range from the calendar. Click Refresh to list closed message threads for the selected period. Only those message threads are listed where the Closed date is within the defined period of time.
Filter your own messages
You can list your own messages on the Assigned to Agent and Closed tabs by clicking My items above the list of messages.
Transfer messages
You can transfer messages between agents in your organization on the Queued and Assigned to Agent tabs. Transferring messages is similar to transferring chats. For more information, see How to transfer a chat.
Sort messages by column
Click the column name to sort messages by that order.

Set up warnings for your messages

You can set up warnings to display that there are issues with some of your messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the message was Created or Started.

To set up warning, do the following:

  1. In the Agent Workspace, click the arrow above your list of sessions.

    Result: The Monitor View page is displayed.

  2. Click the column selector (cogwheel) on the right.
  3. Under Warning conditions, click No condition set to define when a warning is displayed.

    Result: When the defined time expires, you see message sessions marked in red.

    Note: You can only define conditions for columns that display time.
  4. Click OK to save your changes.

How to display a warning message for long customer questions?

You can display a message when a customer's question is too long and hence it is unlikely to receive a relevant answer.

To define a message, do the following:

  1. In the AI Console, go to Touchpoints > Widgets > Floating widget.
  2. Click Personalize.
  3. Select a knowledge base or URL to customize.
  4. On the Texts & Colors tab, you have the following options:
    • Maximum length of user queries - Defines the maximum length of a customer's question that cannot be exceeded. This value does not have an effect on when the Warning for long queries is displayed.
    • Query length for displaying warning - Defines a threshold for the customer query's length. When this threshold is exceeded, the message defined in the Warning for long queries field is displayed.
    • Warning for long queries - Defines the warning message that is displayed to the customer
  5. Save your changes.

How to use a warning message - an example

Let's say you don't want your customers to have questions with more than 40 characters and when they type 30 characters, you also want to let them know that their question is getting too long.

In this case, you would set the Maximum length of user queries value to 40 as this prevents customers from typing more than 40 characters. At the same time, you would set Query length for displaying warning to 29 so that when this threshold is exceeded (when the customer types the 30th character), a warning is displayed.

Notice that if you want to display a warning exactly when the maximum length is reached, you would have to set the value of the Query length for displaying warning to one character less than the maximum length defined. If you set both values to the same value then the query length threshold will never be exceeded and, therefore, will never be displayed.

  • Unfortunately, there is no built-in way to add alt-tags to chat buttons for either BoldChat or Bold360. 
    • The feature has been requested before, but there is no ETA at this time. 
 
  • If the customer wants to include the same functionality, they can use the Web Page Chat Button Text option when generating HTML: 

User-added image

How to get post-chat survey feedback data

You can use the reporting API to get the customer responses collected with post-chat surveys.

Important: Make sure you set up a post-chat survey as described in this article and you have been using it for at least a week, or have tested it a few times.

To get the feedback customers provided to the post-chat survey, use the following configuration:

Note: Make sure that the API key you use has access to all knowledge bases.
Change the parts of the configuration that are highlighted in bold. If you have set up the custom entity and the article title as it is in the example in this article, then you don't need to modify anything else in the API configuration below. If you added or modified questions, make sure to update the underlined parts of this API configuration.
http://AccountName.nanorep.co/api/report/v1/get?account=AccountName&apikey=4464f171-dfb9-461c-9ae2&days=7&fields=source.kb_name,source.time.date,content.articleTitle,content.entities.survey:NPS,content.entities.survey:Comment&content.articleTitle=post-chat survey&source.kb_name=English&format=CSV

The resulting report will look like this:

How to set up timeout for unanswered chats

You can define the maximum period of waiting time for your customers before telling them that none of your agents is free to chat.

  1. Create or edit a chat window, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the General tab, select Timeout under Unanswered by agent.
  3. Enter the time in seconds after which customers waiting in line see the "Unavailable - Default" message. You can change this message on the Customization tab of your chat window configuration.
  4. Save your changes.

Optional: Set Up an Invitation

Note: This article is part of a Quick Start Guide to help you implement your Digital DX environment from scratch.

There are a few ways to invite visitors to chat. The following steps outline how to set up a rules-based invitation to a chat conversation.

  1. Create an Invitation, which is the actual interface the visitor sees when invited.
    1. Go to Customers > Custom Invitations and click Create New.
    2. Name the invitation (for example, Acme invite).
    3. Save your changes.

    Need more info? There's an article about customizing chat invitations in our Support Center.

  2. Create an Invitation Rule Set.
    1. Go to Customers > Invitation Rule Set and click Create New.
    2. Enter a Name that will help you identify the rule set.
    3. Select Enable to activate the rule set.
    4. Under the Rules section, click New Rule.
    5. Name the rule.

    6. Click Add Criteria and select an option from the drop-down list.
    7. Click Add Action and select Activate Custom Invite from the drop-down list.
    8. Search for and select the rule you just created.
    9. Save your changes to add your rule to the rule set.
  3. Associate the Rule Set with chat button and HTML snippet.
    1. Go to Channels > Chat > Chat Buttons (Floating) and click on the name of the chat button you created.
    2. On the HTML page, select the rule set you created from the Auto Invite Ruleset drop-down menu.

    3. Save your changes and click Generate HTML.
    4. Follow the instructions on how to test your chat button.

Need more info? There's a section about invitations and rules in our Support Center.

The audit log allows you to view who changed the settings of the Web Admin Center and when those changes were made. Changes made in the AI Console or Desktop Client are not included.

You must have Account settings > Access Audit Log permission to see the audit logs.
  1. In the Web Admin Center, go to General > Audit Log.
  2. At the top of the page click the date picker to select the period of time when you want to see the changes.

    Every event in the audit log shows the page where changes occurred. The most recent event is listed on top.

  3. Click an event to see its details on the information panel on the right.

    The information panel displays the status of settings before and after they were changed.

  4. To go to the page or setup item where changes occurred, click the name of the page at the top of the information panel.

Glossary of terms

ACD Summary report

The ACD Summary includes total chats assigned automatically to agents (offered), the number of chats that ended before the agent could answer it (abandoned), and the number of chats taken away from an agent and given to another because the customer's wait time exceeded your threshold (reassigned), chats that went unanswered and answered. The report also includes useful operational data like average message count, the average duration of chats, and the maximum number of customers waiting in queue and the maximum wait time for any chat. We recommend grouping this report by operator to see if agents are answering or missing chats when they are assigned. For more information, see ACD Summary report.

Digital DX

Refers to the entire Digital DX Suite. This term is also sometimes used to refer to the live agent functionality within the Digital DX Suite that supports live chat and messaging - that is, the Digital DX Agent functionality.

Web Admin Center

The portal at https://admin.bold360.com that administrators use to manage the live agent environment.

Agent Workspace

The portal at https://agent.bold360.com/ that live agents use to provide customer support and messaging.

AI Console

The portal that administrators and content editors use to work with the knowledge base and configure a chatbot. You must have a Digital DX AI subscription to access this portal. The location of this portal varies depending on your account name and is in the following format: <acount_name>.nanorep.co

Digital DX Suite

The umbrella term for the Digital DX line of products. For an overview of features provided by the individual offerings in the product line, see https://www.bold360.com/pricing.

Digital DX AI

Functionality in the Digital DX Suite that supports chatbots, knowledge base use, and AI-powered self-service. These features were previously provided by a product called "Nanorep"; that name may occur in some places, such as URLs and API names.

Digital DX Agent

This product option provides omni-channel engagement and support without the advantages of AI.

Service

This product option extends the functionality of Digital DX Agent by providing AI-powered chatbot and self-service. The knowledge base stores and serves content to provide a better experience for customers and agents.

  • Agents support customers using the Agent Workspace.
  • Admins manage the live agent environment using the Web Admin Center and manage the knowledge base and chatbots using the AI Console.

Advise

This product option provides AI-based internal support for customer-facing employees, who need quick access to content to help them solve customers' issues. Internal support is available through a Google Chrome widget and a Salesforce app. This product does not include chatbot support.

  • Agents and employees receive internal support directly using Google Chrome or Salesforce.
  • Admins set up the knowledge base using the AI Console.

Acquire

This product option proactively guides your website visitors through personalized shopping experiences. It provides extended integration with sales tools and focuses on helping customers with product discovery and conversion.

Desktop Client

An older version of Digital DX. Desktop Client users download a .NET-based Desktop Client to provide support for customers.

chat widget / chat window

An HTML window, where customers can chat with agents. The Digital DX Agent platform refers to it as "chat window", whereas the Digital DX AI platform refers to it as "chat widget".

escalation

The process of transferring control from a chatbot to a live agent or other support solution when the chatbot is unable to meet customer needs. Ideally, customers will receive the information they need through conversation or search in the Digital DX AI widget. If they do not, you can offer them one or more options using channeling policies to escalate their query. One escalation path is to a live chat.

knowledge base

A repository of answers for the AI to draw upon when responding to customers. This repository may contain information about your products, services, and more. "KB" is often used as an abbreviation for "knowledge base".

Monitor View

A view in the Agent Workspace where you can supervise agents' workload. See How to monitor the chats of your organization.

swimlane

Another name for a panel in the Agent Workspace. A panel may contain a work item (chat, email, message), customer information, canned messages, Smart Advisor, discussion, the transfer panel, or any other custom integration panel.

Additional Configuration - Canned Messages

Canned messages are predefined strings of text that an agent can insert into a conversation. With canned messages, the agent can reuse commonly used responses without having to type them. Canned messages are managed separately by channel (Chat, Email, Messaging, Social).

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

  1. In the Web Admin Center, go to Channels > Chat > Canned Messages.
  2. By default, you have two canned messages: welcome and bye. Feel free to customize either of these by clicking them and updating the body.

  3. To create a new message, click Create New.
    1. Add a Name so that agents can easily identify and reference the message.
    2. Type and format the message in the Body.

      You can include dynamic HTML variables such as agent or customer name. You can find a list of HTML variables here.

    3. In Keywords, include any words and/or phrases that help identify this message as relevant to a conversation.
    4. Agents can more easily use canned messages by adding a Shortcut. This enables agents to use a canned message without having to search for it by typing ?/[shortcutname].? (For example: ?/hello?)

  4. Save your changes.

    Result: Your new canned message is now available for responses to incoming chats.

Create your first department

In Bold360, departments control how agents are grouped and how chats and other work items are distributed. Departments may also differ from the actual 'departments' within your business due to language or skill groups.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

Note: In simple deployments, you may only have one department and that?s okay. Setting up that department will help keep your deployment organized and set you up for success as your organization?s digital engagement strategy matures.
  1. In the Web Admin Center, go to Organization > Departments.
  2. On the Department Management tab, click Create New.

  3. Enter a Name for your Department.

    Customers can see this name when you have multiple departments and want customers to choose which department they want to be routed to. This requires a pre-chat form.

  4. Under Language, select the language that agents in this department speak.

  5. On the Agents tab, click on individual agent names to add agents to their appropriate department. To remove agents from the department, click on the agent name again to move them to the lower section.

  6. You can also set department-level business hours.

    See How to set department-level business hours.

  7. Save your changes.

Need more info? There?s a section about department management in our Support Center.

Define your website

Set up a Website label to track the origin of visits and manage other aspects of the deployment. This website corresponds to the site where you want to deploy the code for the chat button and window.

Website labels also allow you to deploy the platform across multiple domains, but still distinguish which site the visitor is on or is engaging from. Additionally, websites may be used for routing, assignment, and custom defined hours of operation; all of which are specific to the website label that you define and to the domain/website where you deploy the code snippet.
Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

  1. In the Web Admin Center, go to Organization > Websites.
  2. From the website management page, click on the existing website called My Website.

  3. Unless your organization offers 24/7 coverage, you should enable business hours to control the times, days, dates, and circumstances under which your chat buttons are shown to customers. To do so, select Enable business hours for chat.

  4. Select your Timezone.
  5. Set your Business Hours, which are periods of time (day/time combinations) that reflect your regular hours of operation.
    1. Select the start and end of business hours, expressed as From/To, when chat is available for customers.

      Outside of this time period, your chat buttons display as unavailable even when agents are available. For example, if business hours are set for 9:00 AM to 5:00 PM, the chat button associated with this website will become available at 9:00 AM (if agents are available) and will be disabled at 5:00 PM.

    2. Select the days to which the From/To setting is applied.
    3. To set unique hours for the weekend (or any day of the week), click Add business hours and set the days and time as described above.
    4. Under Exceptions by date, you can alter your Business Hours (opening hours) on specific dates. See How to set website-level business hours.
  6. Save your changes.

Route chats to your agents

If you have multiple departments, you should have some logic in place to route customer chats to the appropriate department. You can do so by using a pre-chat form or by setting up routing rules.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

Via Pre-Chat Form

When you want the customer to choose with which department they want to be connected.

  1. Make sure your departments are named in a customer-facing manner.
  2. In the Web Admin Center, go to Channels > Chat > Chat Window.
  3. Click on My Chat Window and go to the Pre-Chat form tab.
  4. Check box for Department. This will add Department as a field in the pre-chat form. Customers can choose the department they want to speak with and will be routed accordingly.

Via Routing Rules

When you want to route customers to a particular department based on their initial question, language or other criteria.

  1. In the Web Admin Center, go to Channels > Chat > Routing Rules.
  2. Click Create New.
  3. On the Criteria tab, do the following:
    1. Create a Rule Name. This name should include the department name.
    2. Fill out the criteria that will determine when a chat should be routed to this department. For example, if Initial Question Contains help or support.
  4. Within Actions tab, select appropriate department from Department drop-down.

Additional Configuration - Wrap-up Fields

When a chat ends, an agent can be prompted to provide ?wrap-up? information about the chat. This will label the chat session for reporting purposes.

You can create labels (wrap-up fields) that are used to categorize and organize chats. These can be particularly helpful to leverage if you decide to integrate with a CRM tool in the future.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

  1. In the Web Admin Center, go to Channels > Chat > Wrap-up Fields.
  2. On the left side of the page, choose the type of label to edit or create: categories and/or statuses.
  3. To edit an existing out-of-the-box item, click the item?s name. From here you can rename the item or delete it by clicking the bin icon.

  4. Click Create New to add additional categories or statuses. When doing so, name the category or status in the new field.
  5. Save your changes.

Additional Configuration - Automatic Distribution

Automatic Distribution automatically assigns chats to agents to maximize agent efficiency. Within Automatic Distribution settings, you can set concurrent chat limits, enable queues and more.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

  1. In the Web Admin Center, go to Channels > Chat > Automatic Distribution. Set up automatic distribution for chat by selecting Enable automatic distribution.
  2. Optional: You can enable a concurrent chat limit which will limit how many chats are assigned to an agent at a time. To do so, enable Concurrent Chat Limit and set this number in the corresponding box.
  3. If you have set a concurrent chat limit, you can route customers to a queue when all agents have hit their concurrent chat limit. Under Queue Length Limits, you can set a hard limit under Maximum in queue or you can set a dynamic limit depending on how many agents are online under Average per agent. If you do not want to enable a queue, you can set Maximum in queue to 0.
  4. You can change the assignment method under Agents Waiting for Assignment. By default, this is set to Least Busy. This is the approach most commonly taken by customers. However, you can choose from the following options:
    • Least Busy. Assign the next incoming chat to the agent who has the fewest active chats and has waited the longest. This naturally means that if you have multiple agents available with no chats, ACD will assign the next incoming chat to the agent who has been in Available status for the longest period of time. Choose this to balance the chat workload between agents.
    • Most Busy. Assign chats to your busiest agents. The next incoming chat is assigned to the agent who is handling the most chats until their limit is reached, and thereafter to the agent who has been idle for the shortest period of time. Choose this option if your agents must manage non-chat tasks along with their chat related work. Those who are chatting will stay busy chatting, while others can stay focused on non-chat tasks. To prevent overload on a single agent, make sure concurrent chat limits are set.
    • Round Robin. Rotate chat assignment among all available agents regardless of waiting time or number of active chats (until their concurrent limit is reached). Choose this option to balance the number of chats assigned per agent. Lower ranked agents will only be assigned a chat if all higher ranked agents have reached their limit.
  5. Save your changes.

Advanced reporting features

You can fine-tune the result of your reports that best suit your needs.

How to group your reporting data

When you run a report, you get information on the performance of your whole organization. However, you may want to know how a specific agent or even a chat button performs. To do so, you can change the default grouping of your reports to visually align the generated data to your needs.

  1. Sign in at https://report.boldchat.com.
  2. Click New Report at the top of the page and select a report type on the left.

    To change the default grouping of your report data, click the grouping option on the right and change it to your needs.

  3. Click Advanced on the right.
  4. Click Add New Report Grouping and select a grouping option.

    Result:

    Note: You can add multiple grouping options.
  5. Click Run Report at the bottom of the page.

How to filter reports

When you run a report, you get information on the performance of your whole organization. However, you may want to know how a specific agent or even a chat button performs. To do so, you can filter your reports to see only the data that really matters.

Note: Currently, Messaging App reports do not support filtering based on Account.
  1. Sign in at https://report.boldchat.com.
  2. Click New Report at the top of the page and select a report type on the left.
  3. Click Advanced on the right.
  4. Click Add New Report Filter and select a filter.

    Result:

    Note: You can add multiple filters.
  5. Click All to select specific members of the filter group.

  6. Select the individual members of the filter.
  7. Click Run Report at the bottom of the page.

How to change the timezone of reports

  1. Click New Report at the top of the page and select a report type on the left.
  2. Click Advanced on the right.
  3. In the top-right, click the timezone selector and change it to your timezone.

  4. Click Run Report at the bottom of the page.

Yes. Bold360 is a one-stop-shop for omni-channel engagement including chat, email, message management, remote access, and co-browse. The Bold360 API provides an interface for communicating with an application and allows you to customize how Bold360 and BoldChat integrate with your applications.

The Bold360 API is a tool for retrieving information related to your Bold360 account and based on that information, recreate most of the functionality that Bold360 offers. Bold360 API calls are launched by triggers that contain the conditions of making an API call. When a user on your website clicks an element, such as a chat button, an API can be called to extend or modify that interaction.

For more information, see the Bold360 and BoldChat Developer Center.

How to integrate Bold360 Agent with Bold360 AI

Integrate Bold360 AI and Bold360 Agent to enable your customers to escalate to a live agent when necessary.

Before you start: You must have valid Bold360 AI and Bold360 Agent subscriptions. The integration must be set up in both the Bold360 Admin Center and Bold360 AI.

Set up the integration in Bold360 Agent

  1. Log in to admin.bold360.com and go to Integrations > Bold360 ai.
  2. Enter your Bold360 ai account name.

    If you don?t know your account name, go to your Bold360 AI account and check the website name. The account name is whatever comes before .nanorep.co in the full URL.

    Result: Upon filling out the Bold360 ai account name field, you?ll notice that the Bold360 ai host url field is populated automatically.

  3. Enter the Bold360 AI API key.

    See How to create an API key in Bold360 AI for more information.

  4. Choose Integrate.

Set up the integration in Bold360 AI

  1. Log in to Bold360 AI, and go to Channeling > Channeling Policy.
  2. Choose (Create channel).
  3. Name your channel.

    Example: For example, Bold360 chat.

  4. Define criteria for selecting your target audience.

    For a search widget, we recommend doing this for queries without an answer (Search Results = No results) or by label (Article Label = Chat).

    Note: You need to create and assign this label to the articles where chat should be available. You can find more detailed information about channeling criteria here.
  5. Select Chat for Channel type.
  6. Under Button action, choose Show chat form.
  7. Select Bold360 from the Select chat provider drop-down.
  8. Paste your Bold360 Agent API key into the API key field. If you don't know your Bold360 Agent API key, create a new one as follows:
    1. Log in to admin.bold360.com and go to Integrations > API Access Keys.
    2. Choose Create New.
    3. Name the API Key.

      Example: For example, Bold360 ai.

    4. For Website, select My Website.
    5. Select the Department where you want to direct your chats.

      You can leave this blank unless you want to create different policies for different chat departments. If that's the case, you will want to create your departments as outlined in the Quick start guide to set up Bold360. From there, you can follow these instructions to create multiple API keys and channeling policies (one for each department).

    6. For Chat Window, select My Chat Window.
    7. Choose Save.
    8. When the Access Key window pops up, select Copy to Clipboard to copy your API key.

      Result: Now you can go back to Bold360 AI and paste this key.

  9. Choose Save Settings to save your channeling policy.

What's next?

If you are new to Bold360 Agent, follow the instructions in the Quick start guide to set up Bold360 to set up your Bold360 Agent account.

Google Analytics Integration with Bold360 Layered Windows

Integrate Google Analytics with Layered Chat Windows, track visitor interactions as Analytics events and gain accurate insight into visitor behavior.

As dynamic elements on a website, Layered Chat Windows require a mechanism to cache tracking information and provide accurate results. This step-by-step guide describes a Local Storage implementation that allows data to persist when a chat session is interrupted.

Note: Interruptions usually happen in the following circumstances:
  • Visitor navigates to a new page under the same domain.
  • Connection dropout occurs.
  • Visitor browses multiple pages on the website simultaneously.
  • Visitor closes and re-opens or reloads a page.

The Local Storage technology is compatible with the following browsers:

  • Google Chrome recommended (Last 20 versions)
  • Mozilla Firefox on Windows (Last 10 versions)
  • Microsoft Edge
  • Microsoft Internet Explorer 9 and newer
  • Safari on macOS (Last two versions)
  • Opera (Last 10 versions)

See the WebStorage article on Wikipedia for details.

Note: For information about data residency, see the BoldChat Help Center. Bold360 and BoldChat data residency options are identical.

Prerequisites

All pages on your site must either include or reference the following code snippets:

Tip: Streamline code snippet delivery via Google Tag Manager.

Task One: Configure the Chat Frame Javascript Include

Add a Chat Frame Javascript Include to the Chat Window Definition deployed to your site. This code intercepts chat events and passes them to the chat window via the postMessage method.

  1. Go to Channels > Chat > Chat Windows > Customization tab.
  2. Under Appearance, select Layered - Details > Includes > Chat Frame Javascript Include.
  3. Add the following method to the Content field at the bottom:
    Note: This is the method how Layered Chat internal events are already communicated between the Chat Frame (hosted on livechat[-eu].boldchat.com) and the Chat Window (the container, hosted on the same website that the visitor is browsing). Using this method we are basically extending the existing Chat communications methods by adding a new key (gacomm) for these custom messages.
    try {
      function sendtxt(txt) {
        var message = JSON.stringify({
          gacomm: txt
        });
        parent.parent.postMessage(message, "*");
      }
      sendtxt(bcConfig.chatOptions.page);
      window.console && console.log("Sent Chat Window Page: " + bcConfig.chatOptions.page);
      if (bcConfig.chatOptions.page == "chat") {
        var _tEvents = {
            "new-message": "bc_newHistoryMessageCallback"
          },
          _tFunction = function(i, type, fName) {
            if ((i == "new-message") && (bc.$("#bc-status-prompt").prev().hasClass("bc-operator-message"))) {
              sendtxt("answered");
            }
          }
      }
      for (var i in _tEvents) {
        window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
      }
    } catch (err) {
      window.console && console.error(err);
    }
  4. Save your changes.

Task Two: Configure the Chat Window Javascript Include

Add a Chat Window Javascript Include to the Chat Window Definition deployed to your site.

Note: It is recommended to encapsulate the code snippets in this section in a try/catch phrase to detect potential issues later on.
  1. Go to Channels > Chat > Chat Windows > Customization tab.
  2. Under Appearance, select Layered - Details > Includes > Chat Window Javascript Include.
  3. Open a try/catch and import inline the LS CACHE minified script.
    Note: The Chat Window Javascript Include code depends on the LS CACHE library to manage the expiration time of Local Storage entities. We strongly recommend that you include the following minified code on your website, instead of referencing the library:
    try {
    
    /**
    * lscache library
    * Copyright (c) 2011, Pamela Fox
    *
    * Licensed under the Apache License, Version 2.0 (the "License");
    * you may not use this file except in compliance with the License.
    * You may obtain a copy of the License at
    *
    * http://www.apache.org/licenses/LICENSE-2.0
    *
    * Unless required by applicable law or agreed to in writing, software
    * distributed under the License is distributed on an "AS IS" BASIS,
    * WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
    * See the License for the specific language governing permissions and
    * limitations under the License.
    **/
    
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  4. Define the events to be reported in Google Analytics.
    var ga_events = {
      	"prechat": 'PreChat Form Displayed',
      	"chat": "Chat Opened",
      	"answered": "Chat Answered",
      	"postchat": "Survey Displayed",
      	"email": "Email Form (Unavailable)",
      	"no-operators": "Unavailable Chat",
      	"chat-sent": "Survey Completed or Transcript",
      	"message-sent": "Unavailable Email Sent",
      	"final": "Chat Ended without Survey or Transcript"
    	}
  5. Validate messages for security reasons.

    The following code achieves the following:

    • Ensures messages come from the livechat[-eu].boldchat.com server
    • Parses messages
    • Checks localStorage for existing events to be de-duplicated and discarded, if necessary
    • Sends relevant events to Google Analytics

    Note how individual events are stored in the browser localStorage with a CID, a unique identifier for Chat windows that survives page re-loads, browser closing/reopening as well as navigation on different tabs under the same domain.

    The code also ensures that the user is able to start multiple simultaneous chats on different domains while events are accounted for separately and accurately.

    function listener(event) {
      if (event.origin !== "https://" + bcConfig.host) return;
      var pmessage = JSON.parse(event.data);
      if (pmessage.hasOwnProperty('gacomm')) {
        window.console && console.log("Received: " + event.data);
        var received = pmessage.gacomm + "---" + bcConfig.cid;
        var found = false;
        lscache.flushExpired();
        CIDs = lscache.get('CIDs');
        if (CIDs !== null) {
          var arrayLength = CIDs.length;
          for (var i = 0; i < arrayLength; i++) {
            if (CIDs[i] == received) {
              found = true;
              break;
            };
          };
        } else {
          CIDs = [];
        }
        if (!found) {
          CIDs.push(received);
          lscache.set('CIDs', CIDs, 60);
          window.console && console.log("Sending new event to GA: " + received);
          try {
            ga('send', 'event', {
              eventCategory: 'Live Chat',
              eventAction: ga_events[pmessage.gacomm],
              eventLabel: 'Chat Window'
            });
          } catch (err) {
            window.console && console.error("Google Analytics UA code not found on page");
          }
        }
      }
    }
    if (window.addEventListener) {
      addEventListener("message", listener, false)
    } else {
      attachEvent("onmessage", listener)
    }
  6. Close the try/catch:
    } catch (err) {
      window.console && console.error(err);
    }

Task Three: Video Chat Events (Optional)

Track video chat events by updating your Chat Frame and Chat Window Javascript Includes.

Note: The video chat feature works over the HTTPS exclusively. If your site does not support secure connections, Bold360 opens the chat in a popup window and switches to HTTPS. In this case, you must include the Google Analytics snippet at the top of the Chat Window Javascript Include code to be able to send tracking data to Google Analytics.

Tracking messages contain specific video chat events that are assigned to individual Event Categories. This data is appended to _tEvents objects.

  1. Use the following Chat Frame Javascript Include code on your site:
    /* Chat Frame Javascript Include */
    
    try {
      var VIDEOCHAT_CATEGORY = 'Video Chat';
    
      var trackEventByVideoSessionStatus = {
        3: { event: "videochat-started", initiatedBy: "By Visitor"},
        4: { event: "videochat-started", initiatedBy: "By Operator"},
        7: { event: "videochat-ended", initiatedBy: "By Operator"},
        8: { event: "videochat-ended",  initiatedBy: "By Visitor"}
      };
    
      function sendtxt(txt, category, parameter) {
        var message = JSON.stringify({
          gacomm: txt,
          eventCategory: category || 'Live Chat',
          eventParameter: parameter || 'Chat Window'
        });
    
        parent.parent.postMessage(message, "*");
      }
    
      sendtxt(bcConfig.chatOptions.page);
      window.console && console.log("Sent Chat Window Page: " + bcConfig.chatOptions.page);
      if (bcConfig.chatOptions.page == "chat") {
        var _tEvents = {
            "new-message": "bc_newHistoryMessageCallback",
            "video-support": "bc_chatWindowLoadedEventCallback",
            "video-statechange": "bc_videochatStatusChangedCallback"
          },
          _tFunction = function(i, type, fName, value) {
            if ((i == "new-message") && (bc.$("#bc-status-prompt").prev().hasClass("bc-operator-message"))) {
              sendtxt("answered");
            }
    
            if ((i == "video-support")) {
                if (bcConfig.videoSupport) {
                    sendtxt("videochat-available", VIDEOCHAT_CATEGORY);
                }
                else {
                    sendtxt("videochat-unavailable", VIDEOCHAT_CATEGORY);
                }
            }
    
            if ((i == "video-statechange")) {
                var trackEvent = trackEventByVideoSessionStatus[value];
                if (trackEvent) {
                  sendtxt(trackEvent.event, VIDEOCHAT_CATEGORY, trackEvent.initiatedBy);
                }
    
                if (bcConfig.videoSupport.isAudioOnly && trackEvent && trackEvent.event === "videochat-started") {
                  sendtxt("videochat-audio-only", VIDEOCHAT_CATEGORY);
                }
              }
          }
      }
      for (var i in _tEvents) {
        window[_tEvents[i]] = _tFunction.bind(window, i, "function", _tEvents[i]);
      }
    } catch (err) {
      window.console && console.error(err);
    }
    Tip: Looking for a quick solution? Download the full code by clicking the attachment of this article.
  2. In Google Analytics, ga_events objects must contain the new event definitions in the Chat Window Javascript Include.
    var ga_events = {
      "prechat": 'PreChat Form Displayed',
      "chat": "Chat Opened",
      "answered": "Chat Answered",
      "postchat": "Survey Displayed",
      "email": "Email Form (Unavailable)",
      "no-operators": "Unavailable Chat",
      "chat-sent": "Survey Completed or Transcript",
      "message-sent": "Unavailable Email Sent",
      "final": "Chat Ended without Survey or Transcript",
      "videochat-available": "Video Chat Available",
      "videochat-unavailable": "Video Chat Unavailable",
      "videochat-started": "Video Chat Started",
      "videochat-ended": "Video Chat Ended",
      "videochat-audio-only": "Chat is Audio Only"
    }
    Update the ga message to send new tracking parameters.
    function listener(event) {
      if (event.origin !== "https://livechat.boldchat.com") return;
      var pmessage = JSON.parse(event.data);
      if (pmessage.hasOwnProperty('gacomm') 
          && pmessage.hasOwnProperty('eventCategory') 
          && pmessage.hasOwnProperty('eventParameter')) {
        window.console && console.log("Received: " + event.data);
        var received = pmessage.gacomm + "-" + bcConfig.cid;
        var found = false;
        lscache.flushExpired();
        CIDs = lscache.get('CIDs');
        if (CIDs !== null) {
          var arrayLength = CIDs.length;
          for (var i = 0; i < arrayLength; i++) {
            if (CIDs[i] == received) {
              found = true;
              break;
            };
          };
        } else {
          CIDs = [];
        }
        if (!found) {
          CIDs.push(received);
          lscache.set('CIDs', CIDs, 60);
          window.console && console.log("Sending new event to GA: " + received);
          try {
            ga('send', 'event', {
              eventCategory: pmessage.eventCategory,
              eventAction: ga_events[pmessage.gacomm],
              eventLabel: pmessage.eventParameter
            });
          } catch (err) {
            window.console && console.error("Google Analytics UA code not found on page");
          }
        }
      }
    }
    if (window.addEventListener) {
      addEventListener("message", listener, false)
    } else {
      attachEvent("onmessage", listener)
    }
    } catch (err) {
      window.console && console.error(err);
    }
    Tip: Looking for a quick solution? Download the full code by clicking the attachment of this article.

Reporting

Events are reported with a few seconds' delay under the Real-Time Events section and they are processed and made available within 24 hours under the Behavior section as well as Dimensions in Custom Reports, allowing maximum flexibility to be tied to any other Google Analytics dimension and metric.


Troubleshooting

For troubleshooting purposes and to ensure that events are transmitted correctly, the code above outputs three log lines for each chat event in the browser console, if available.


Similarly, in case the Google Analytics code is not found by Bold360 on the hosting website page, the following error is thrown in the browser console, if available:


Block customers from sending emails to agents

Admins can set up routing rules to prevent customers from sending emails to your agents and essentially denylist email addresses.

Important: You must have Account settings > Setup Rules Engines permission to manage your email rules.
  1. In the Web Admin Center, click Channels > Email > Routing Rules.
  2. On the Routing Rules for Email page, select an existing rule or click Create New.

    Result: The Edit/New Routing Rule for Email page is displayed.

  3. Name the rule.

    Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.

  4. In the User's email address contains field, type the email address of the customers you want to block.

    You can add multiple email addresses.

  5. On the Actions tab, select a folder and a department that are not part of any other routing rules.
  6. Save your routing rule.
Your unwanted emails will still be available in Bold360, but will be routed to a department and folder that is not attended by any agent.

Create a Floating Chat Button

Chat buttons are entry points that visitors use to engage with you. They can be customized to meet the needs of each area of your site.

Now you?ll create your first chat button and generate a very important snippet of HTML code. You?ll use the HTML code on your site to deploy chat; don?t worry if you aren?t ready for that step yet ? you can also preview test chats from within the Bold360 Admin Center.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

  1. In the Web Admin Center, go to Channels > Chat > Chat Buttons (Floating).
  2. Click My Chat Button to edit.
  3. From the Chat Window drop-down, select My Chat Window that you have previously set up.

  4. If you have one department, select it under Department. This will route any chats that come in through this button to agents within that department.
    Note: If you have multiple departments, you can find more information on your routing options in Route chats to your agents.
  5. We recommend using your own custom image for the button itself. To do so, select Custom for Image Source. This custom image should be hosted on a URL, so that you can point to the button in Available Chat URL.
  6. We also recommend using another custom image for an unavailable button. To move forward with this recommended approach, select Show Unavailable button under When Unavailable. This custom image should also be hosted on a URL, so that you can point to the Unavailable button within Unavailable Chat URL.
  7. Once you have completed all the steps outlined, you are ready to generate the HTML to place on your website. To do so, on the left side of the page, go to the HTML tab.
    1. Under Website, select My Website.
    2. Under Auto-Invite Ruleset, select My Invite Ruleset .
    3. Click Generate HTML.

      You may be prompted to save your changes.

    4. Once HTML is generated, click Copy to clipboard.
    5. Paste this code into your favorite text editor such as Notepad. We do not recommend pasting code into Microsoft Word as it can break the code with styling or line breaks. Our best practice recommendation is to deploy this code to a staging site first. From there, review the widget and make any changes you want. Upon doing so, regenerate the code and then send it to your web developer to be added to all pages on your live website! Note that any test data will appear in reporting.
      Note: If you don?t have a custom button image, you can use our default image by keeping Image Source set to Predefined options.

Need more info? There?s a section about chat buttons in our Support Center.

How to use Geofluent for auto-translation

Important: Please contact your Customer Success Manager to enable this feature if you want to use it.
Tip: Check out this video to learn how auto-translation work.

Digital DX AI offers automatic language translation in conversational and search modes. It enables your bot to answer your international visitors in any language while end user requests are served from one knowledge base in one language. This feature helps the multilingual support of knowledge bases that frequently change without the need of having to provide the translations as well. The translation engine supports more than 46 languages. The quality of Digital DX's automatic translation is almost as high as if you used a dedicated knowledge base per language.

Customers can switch between viewing the original bot or agent message, and the translated version of the message provided by GeoFluent. By using the toggle displayed above the input filed at the bottom of the widget, customers can check the original message in case of unclear translations. Currently, this toggle is always switched on.

Important: This feature requires a GeoFluent subscription that you can acquire by contacting Lionbridge. Lionbridge will provide you with the account key and secret you need to start using auto-translation.

Features and Benefits

  • Language selector in the beginning of the conversation.
  • Answer content, FAQs, and widget interface are automatically translated.
  • Language selection is saved if the bot conversation is transferred to a live agent.
  • Customers can easily switch between original and translated message.

What languages does GeoFluent support?

GeoFluent supports the following languages in the chat window:

Afrikaans* Arabic* Bengali* Bulgarian* Chinese (Simplified)* Chinese (Traditional)*
Croatian* Czech* Danish* Dutch English (UK)* Finnish*
French French (Canadian)* German Greek* Hebrew* Hindi*
Hungarian* Icelandic* Indonesian* Irish* Italian Japanese
Kazakh Korean Lithuanian Malay* Norwegian (Bokmal)* Norwegian (Nyorsk)*
Polish* Portuguese* Portuguese (Brazilian)* Punjabi* Romanian* Russian*
Serbian Slovak* Spanish Swedish* Tagalog Thai*
Turkish* Ukrainian* Vietnamese*      

* You need to translate the branding of the chat windows.

How to set up auto-translation with GeoFluent?

To set up auto-translation, contact your Customer Success Manager with the following information at hand:

  • GeoFluent Host
  • GeoFluent Account Key
  • GeoFluent Account Secret

How to enable auto-translation?

Once your GeoFluent account is set up for your Digital DX AI account, all your conversational widgets can provide live translations. To enable it, you must set up a language selector as follows:

  1. In the AI Console, go to Knowledge > Add Article.
  2. Create a welcome message as an article, which includes the language selector.
  3. Add a < language_selector / > tag to the article. This tag will be replaced by the languages drop-down list.
  4. Optionally, add a "languages" attribute to the < language_selector > to define the supported customer languages: By default, all languages are listed in the language drop-down list that are supported by your GeoFluent account. The list of languages must be a comma separated list of two-character language codes.
  5. Once you create this message, go to Touchpoints > Widgets and select the widget where you want to use the language selector.
  6. In the Auto Question field, select the newly created message.
  7. Save your changes and you are good to go.

How to use auto-translation with a Digital DX Agent integration?

At the beginning of a chat session, customers can select their language in the widget. When the chat is channeled to a human agent, Digital DX Agent receives the selected language value from Digital DX AI and automatically offers the relevant GeoFluent translations.

Auto-translation in Digital DX Agent takes the following parameters into account:

  • Customer language: Determined by the customer's chat window's language setting or the language the customer selected on the pre-chat form. You can define chat window language defaults in the chat window configuration.
  • Agent languages: The languages the agent speaks, prioritized by fluency level. Configured in the agent settings.
  • Language pairs: The translation pair is supported by your GeoFluent subscription.

If the agent and the customer share a common language, then there is no need for translation and it is switched off by default. Otherwise, if none of the agent languages match the customer language and the language pair is available, messages are translated automatically.

Reports for auto-translations provided by GeoFluent

When auto translations for conversational mode is enabled for an account, you can run reports on three new fields in the Automatic translation section of the Admin Center > Reports page:

  • Auto-translated - true if the query sent to the bot was auto-translated by GeoFluen
  • Query language - the language code of the original end-user query before auto translation. It is "empty" if live translation did not happen for the query
  • Original message - The original end user query before auto translation. The number of unread agent messages can be displayed on the conversational widget in Normal with minimized option mode.

You can group reports by the Auto-translated and Query language options.

Translation Analytics

You can generate reports on GeoFluent-based auto-translation on the Analytics > Reports page of the AI Console. You can select the following report fields from the Automatic translation category:

  • Auto-translated: Displays whether the customer voice was auto-translated
  • Query Language: Language of the original customer voice
  • Original Message: Content of the original customer voice

Notification of auto-translation failure

If GeoFluent translation service is used and it fails to translate the response, a message is displayed that the translation service is not available. The user can then resend the request.

Featured

Allowlists and the Bold360 platform

Allowlists and the Digital DX AI platform

To use Genesys DX, you may want to allowlist certain URLs so that its connected services are able to connect.

We recommend you add the following URLs to your network's allowlist:

  • *.boldchat.com, *bold360.com - Genesys' service for adding chat to websites
  • *.nanorep.co ? The site for customers who have access to the Bold360 AI platform (Service, Advise, and Acquire)
  • authentication.logmeininc.com, auth.bold360.com - LogMeIn's sign-in service
  • launch.bold360.com, myaccount.logmeininc.com, profile.logmeininc.com - LogMeIn's MyAccount page, where you can manage and access all your LogMeIn products

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

Note: This list includes sub-domains for the listed domains, so it is advisable to use wildcard rules wherever possible when you allow or block any LogMeIn service on your network. Specifically, we recommend you to allow *bold360.com and *logmeininc.com. The services themselves communicate using port 443 (HTTPS/SSL) and port 80, so you don't need to open any additional ports within a firewall.

LogMeIn IP ranges

We recommend you add LogMeIn domains and URLs to your network's allowlist instead of allowing LogMeIn IP ranges. If that is not feasible, refer to the list of LogMeIn IP addresses.

CIDR Notation Numeric IP Range Netmask Notation
67.217.80.0/23 67.217.80.0 - 67.217.81.255 67.217.80.0 255.255.254.0
95.172.70.0/24 95.172.70.0 - 95.172.70.255 95.172.70.0 255.255.255.0
173.199.52.0/23 173.199.52.1 - 173.199.53.254 173.199.52.0 255.255.254.0

IP addresses for the sign in service

To sign in to your Bold360 work environment, you must allow LogMeIn's sign-in service. To do that by IP addresses, add the following IPs to your firewall settings:

  • 34.199.209.240
  • 35.173.84.18
  • 78.108.120.24
  • 173.199.2.47
  • 173.199.4.47

Email addresses for the sign in service

Make sure you allow the following email addresses so that identity-related and authentication emails are received:

  • noreply@logmein.com
  • support@bold360.com

Third-party IP Ranges

You must also allowlist ranges for these third-party services based upon your use of these service providers:

Email Domains

For email invitations and correspondences from us and the BoldChat/Bold360 software, we recommend allowing the following email domains through your email's spam and allowlist filters.

  • noreply@logmein.com
  • support@bold360.com

*** Please note that *.logmeininc.com domains and IP Addresses/ranges are only needed temporarily while the BoldChat/Bold360 platforms complete their migration to Genesys architecture.

 

Update as of September 14, 2021

Beginning on October 9, 2021, additional changes are taking place as part of the migration process of the DX platform from LMI to Genesys. The failover will take place in 3 stages from LMI on-premise data centers to Genesys cloud-based environment which provides robustness, flexibility and better scalability to the DX platform.

[ACTION] - If you allow list Agent (formerly known as BoldChat) by domain (preferred to DNS or IP allowlisting), you will need to allowlist the following domains in your organization's network/firewall:

  • bold360.com
  • boldchat.com

Alternatively, you can allowlist the following DNS servers:

Ireland

  • eub-app16-01.boldchat.com
  • eub-app16-02.boldchat.com
  • eub-app16-03.boldchat.com
  • eub-app16-04.boldchat.com
  • eub-app16-05.boldchat.com
  • eub-app16-06.boldchat.com
  • eub-app16-07.boldchat.com
  • eub-app16-08.boldchat.com
  • eub-app16-09.boldchat.com
  • eub-app16-10.boldchat.com
  • eub-app16-11.boldchat.com
  • eub-app16-12.boldchat.com

Frankfurt

  • eub-app17-01.boldchat.com
  • eub-app17-02.boldchat.com
  • eub-app17-03.boldchat.com
  • eub-app17-04.boldchat.com
  • eub-app17-05.boldchat.com
  • eub-app17-06.boldchat.com
  • eub-app17-07.boldchat.com
  • eub-app17-08.boldchat.com
  • eub-app17-09.boldchat.com
  • eub-app17-10.boldchat.com
  • eub-app17-11.boldchat.com
  • eub-app17-12.boldchat.com

[ACTION] - If you allow-list Agent (formerly known as BoldChat) by IP, here are the IPs you will need to allow list in your organization in order to avoid connectivity issues with the new Data Center on October 9th:

Ireland

  • 34.246.13.84
  • 54.155.23.252
  • 46.137.48.149
  • 34.254.28.102 5
  • 2.49.80.82
  • 63.33.229.51
  • 54.75.218.75
  • 54.216.206.26
  • 34.246.145.123
  • 52.212.90.186 5
  • 4.77.148.81
  • 34.251.74.92

Frankfurt

  • 3.122.210.241
  • 18.192.113.151
  • 3.68.175.68
  • 18.196.140.195
  • 3.68.178.202
  • 18.194.200.171
  • 18.198.110.95
  • 18.192.7.127
  • 3.65.55.253
  • 3.64.238.21
  • 3.64.109.185
  • 18.198.123.19