COMPLETE - Agent IM Chat functionality

[dspaan]

Thanks Matt, is there a file in which i can find all the translatable phrases, i have a lot of problems with phrases which have these symbols in them since they sometimes should or should not be included: () :

@jjohnson78: Yes this was indeed the problem we discovered yesterday, i had to set the choose ingroups setting to 0 for the agent. What i meant was by 'has no access' is that in the user modify the ingroup would become de-selected each time. That checkbox you referred to, i would select it first in that screen as admin and once the agent logged in the setting was undone, but this was because i would not select the ingroups when logging in as agent, rookie mistake.

[mflorell]

We wrote the extras/QXZanalyzer.pl script to be able to pull out all of the phrases from the PHP files.

[dspaan]

Hi Matt, how do i use this script? Which file do i analyze and which parameters do i use? I tried:

:/usr/src/astguiclient/trunk/extras # perl QXZanalyzer.pl /srv/www/htdocs/agc/vicidial.php
no file to analyze(), exiting

[mflorell]

http://vicidial.org/docs/LANGUAGES_QXZ_notes.txt

[ClearCall]

Is there any plan to incorporate canned responses per chat in_group?

[mflorell]

That idea has been mentioned before, but nobody has really outlined how exactly it would work or be administered.

[ClearCall]

I was thinking of adding a table to my database with ResponseID, Chat_Ingroup, ResponseType and Text then putting a drop down for each group of ResponseType on the agent chat interface that gets populated based on the Chat_Ingroup. The agent would then select text from one of the drop downs and click a button to enter it into the chat box. The agent could then make changes or add text before they click 'Submit' to send the text to the other party just as they would for any other text. ResponseType would be to separate greetings, closings, data gathering questions and answers to FAQs just so that it's easier to find the response you need. I haven't actually implemented anything yet though.

[dspaan]

I was the one who asked this question before. I have experience with chat software for over 10 years, what Clearcall described is just fine. I'd like to add that for canned responses it is very nice if you were able to preview the entire canned text before you click to use it. For instance we also use the WHMCS ticket system which only shows a topic title for each canned response and not the complete text, so as an agent you will never use some of them because you don't know their exact text. I know that OTRS is used by vicidial.com support, it has a knowledge/FAQ feature that's basically also a form of canned answers. Only OTRS is not really crispy in the sense that it opens a popup window in which you then have to search and those are just too many steps in order for the agent to be attracted into using the canned answers. If it doesn't work 100% user satisfactory the agents will simply not use them and type all the text every time.

[williamconley]

So a "tooltip" solution, then? I've done that a few times in situations like this. No actual popup, but you can see what you want to see easily.

[dspaan]

Yes, tooltip would be a good solution!