PeopleSoft CRM 9.1 Multichannel Applications PeopleBook

Setting Up Chat

This chapter provides an overview of chat and discusses how to:

Set up the chat framework.
Set up chat options.

Understanding Chat

This section discusses:

Chat and PeopleSoft MultiChannel Framework.
Application data in the chat workspace.
Chat profiles.
Chat and interactions.
Chat logs and reports.
Customer Data Hub (CDH) impact on chat.

Chat and PeopleSoft MultiChannel Framework

PeopleSoft CRM provides the chat feature that enables agents to communicate with customers through two-way text chat. The feature leverages the MultiChannel Framework (MCF) functionality and setup components and is tightly integrated with the Multichannel Toolbar to provide a consistent user experience for agents who process tasks from different media channels through the toolbar.

Self-service users can initiate live chat sessions from self-service pages that are configured to support the chat functionality. When chat is enabled in a self-service page, the Live Chat with Agent section appears where a user selects a subject and enters a question for the chat request. When the user submits the chat request, the system routes it to the queue that is associated with the user-selected subject. The mapping is defined in the chat profile setup, which is then specified in the self-service page during setup. Meanwhile, a customer chat window is displayed on the customer side awaiting agent response, and the queue server is notified that a customer chat is waiting to be assigned. The server determines the appropriate agent for assignment according to workload, cost, agent availability, skill level, and language. When the agent accepts the chat session, the agent chat window appears on the agent side and the live chat session begins.

The CRM system creates an interaction for the chat session if the self-service user is registered in the CRM system.

This diagram summarizes the process for sending chat requests from self-service pages:

Initiation and routing of chat request from self-service page

As mentioned, chat requests are routed by the universal queue to the first available agent with the skills to handle that request. Agents receive the request through the Multichannel Toolbar, which enables them to manage multiple simultaneous chat sessions. Accepting a chat request opens the chat workspace, which contains an agent chat window and a CRM transactional page where agents can look up customer information or transactions that relate to the incoming chat sessions. Agents can conference peers and supervisors into the chat, and transfer chat sessions to other queues for other agents. Agents can also initiate chats with other agents on their buddy lists.

For information about the technical architecture that supports chat, refer to the PeopleSoft MultiChannel Framework documentation in your PeopleTools PeopleBooks.

Application Data in the Chat Workspace

PeopleSoft CRM enables the chat feature on all self-service pages. For each self-service page where customers can submit chat requests, you specify a CRM transactional page that will be displayed on the chat workspace for agents to review customer or transactional information pertaining to the requests.

System-delivered agent pop-up pages include:

The 360-Degree View page.
The mini navigation page for CRM applications.

This page is a simplified version of the 360-Degree View page. It captures high-level customer or worker information and provides search capabilities for each CRM object for which you have a self-service application. For example, case search is available if you have installed the self-service application of PeopleSoft Support, or HelpDesk, or HelpDesk for Human Resources. The same is true for order search if you have licensed PeopleSoft Order Capture Self Service.
Case pages for Support, HelpDesk, and HelpDesk for Human Resources.
The Order detail page.
The Product detail page.
The Solution detail page.

Defining Agent Pop-up Pages

Chat Profiles

A chat profile specifies options and values that are used to process chat requests, which include chat routing, subject and queue mapping and so on. Associate each chat-enabled self-service page with a chat profile to determine how chat requests initiated from that page should be handled. You can set up multiple chat profiles, each of them applies to a subset of pages that process chat requests similarly.

A self-service page is ready to accept chat requests after you have enabled chat on it and associated it with a chat profile and an agent pop-up page in the Chat Enabled Self-Service Page Setup page.

Chat and Interactions

When identified customers submit chat requests to the queue server successfully, PeopleSoft CRM creates interactions of the type Chat. The creation of these interactions ensures that the chat requests are captured even if customers cancel the sessions before agents can respond. If a chat session is linked to a specific transaction, that transaction automatically becomes a sub-interaction of the chat interaction that the system creates. For example, if a customer initiates a chat session from the self-service page about a particular order, that order becomes an associated sub-interaction of the chat session. Both the chat interaction and its sub-interactions can be accessed from the 360-Degree View and the Interaction List of the corresponding customer.

The system creates chat-related sub-interactions for two types of transactions: case and order.

Also available in the interaction is the category that was selected when the chat session was closed.

The chat interaction history is available for viewing from its corresponding transaction, on the 360-Degree View of the customer under the interaction node, and the Chat Detail page (with a related transaction of order in this case).

Note. PeopleSoft CRM does not create interactions for guest self-service users.

Chat Logs and Reports

The system provides the option of logging information about chat sessions, which includes the actual dialog between customers and agents, related transactions, and the names of agents and queues for the sessions. You can access this log by accessing an interaction node in the 360-Degree View or navigating to the Chat Detail component.

Agents can email customers the chat dialog on the chat workspace as requested.

As delivered, chat logging is disabled. You turn on this option on the Cluster Tuning page in PeopleTools.

PeopleSoft CRM offers reporting functionality on chat. You can run reports to view chat volume by agent or queue within a date range.

See Also

Emailing Chat Logs

PeopleSoft Multichannel Communications Reports

PeopleTools 8.52: PeopleSoft MultiChannel Framework PeopleBook

Customer Data Hub (CDH) Impact on Chat

PeopleSoft Chat provides a process to update the merged BO ID for contacts, customers and sites on the chat detail.

Merge-from BO IDs on the Chat log will be updated with merge-to BO IDs for contacts, customers and sites. The system also updates the same IDs on the interaction and sub-interaction records for the chat session. Note that customer name is also stored on the chat log record and, therefore, is updated as well.

Setting Up the Chat Framework

The chat framework that you need to set up includes these items whose definitions are maintained in PeopleTools:

Real-time event notification (REN) servers.
Universal queue servers.
MCF log servers.
Queue clusters.
Queues.
Agents.

Note. You can use PeopleSoft CRM group worklist definitions to create queues and agents.

This framework is not unique to chat; it is also used by the email response management system (ERMS). You can find more detailed information about setting up this framework in this PeopleBook's discussion of multichannel architecture.

Here is the high-level guideline for setting up chat in the PeopleSoft CRM system:

Define a REN server.
Define a REN server cluster.

After configuration is complete, restart the REN server. Ensure that the server is up and running by performing a ping test.
Define a cluster.
Define a queue.

Define a queue in one of two ways: through PeopleTools (the Queue component) or through CRM (the Group Worklist page). Ensure that the queue server is running.
Define an MCF agent.

Define and configure an agent using the Agent Configuration component. After the agent setup is complete and is associated with a queue, ensure that the agent can log on to the Multichannel Toolbar and the queue.
Set up a chat profile.
Set up the agent pop-up page setting.
Set up chat-enabled self-service pages.
Specify self-service pages that can be pushed to a customer's workstation.

Setting Up Universal Queuing

PeopleTools 8.52: PeopleSoft MultiChannel Framework PeopleBook

Setting Up Chat Options

This section discusses how to:

Define chat profiles.
Define agent pop-up pages.
Define general options for chat-enabled pages.
Define pages to be pushed to customers.

Pages Used to Set Up Chat Options

Page Name	Definition Name	Navigation	Usage
Chat Profile Setup	RB_CHAT_PROFILE	Set Up CRM, Product Related, Multichannel Definitions, Chat, Chat Profile Setup, Chat Profile Setup	Define general options and routing rules for chat profiles. You specify a chat profile for each self-service page used for chat.
Agent Popup Page Definition	RB_CHAT_POPUP	Set Up CRM, Product Related, Multichannel Definitions, Chat, Agent Popup, Agent Popup Page Definition	Define the mapping between self-service pages and full-functional page setup. You can associate an agent pop-up page (a full-functional page) with multiple self-service pages on the Agent Popup Page Definition page, the system uses the one mapping that's specified on the Chat Enabled Page Setup page at runtime.
Chat Enabled Page Setup	RB_CHAT_ADMIN	Set Up CRM, Product Related, Multichannel Definitions, Chat, Chat Page Setup, Chat Enabled Page Setup	Specify the chat profile and agent pop-up page for each self-service page to support the chat feature.
Self-Service Page Mapping	RB_CHAT_MAP	Set Up CRM, Product Related, Multichannel Definitions, Chat, Page Mapping, Self-Service Page Mapping	Specify self-service pages that can be pushed to customers.

Defining Chat Profiles

Access the Chat Profile Setup page (Set Up CRM, Product Related, Multichannel Definitions, Chat, Chat Profile Setup, Chat Profile Setup).

Chat General

Require user to enter question	Select to require users to enter their questions before submitting chat requests.
Allow guest user to enter name	Select to allow guest users to enter their names in self-service pages before submitting chat sessions to the queue server.

Chat Routing

Agent Portal Name and Node Name	Enter the portal registry and portal node of CRM full-functional pages that agents access. The full-function pages that you show the agent can be from any portal registry. For example, you might enter EMPLOYEE or CUSTOMER, just make sure that your agents have security access to the page. The node is always CRM.
Agent Skill Level	Enter the agent skill level that is assigned to all chat requests. Only agents with at least the specified skill level can see and accept the request.
Chat Priority	Enter the priority that is assigned to all chat requests.
Subject	Enter the default subject that is to be used for chat requests where the customer does not enter a subject. When chat requests appear in an agent's queue, the subject gives the agent information about the request. Select a subject as the default value to show on self-service pages.
Queue Name	Select the queue to which all chat requests for the corresponding subject are routed.

Defining Agent Pop-up Pages

To define agent pop-up pages, use the Agent Popup Page Definition (RB_CHAT_POPUP) component.

Access the Agent Popup Page Definition page (Set Up CRM, Product Related, Multichannel Definitions, Chat, Agent Popup, Agent Popup Page Definition).

Page ID

Displays the name that uniquely identifies the full-functional page. Some pages share the same page and component names (for example, support case, helpdesk case, and helpdesk case for human resources pages), the system uses the page ID to distinguish them.

Template ID

Displays the display template ID used by the full-functional page, if applicable.

App. Package (application package)

Displays the system delivered application package name that contains the application classes and methods used to define the mapping between self-service pages and full-functional pages.

App. Class (application class)

Displays the specific application class that contains all methods used to define the mapping between self-service pages and the full-functional page.

App. Method (application method)

Displays the PeopleCode application class method name that is used to populate all application keys needed to open the full-functional page. The system uses this method to populate all the information needed for creating chat interaction. The same method can be used by multiple self-service pages. You can create additional application classes and methods to perform the tasks.

Chat Enabled Self-service Pages

This grid lists the self-service pages that are associated with the selected agent pop-up page. The selected agent pop-up page is displayed in the agent chat window when agents accept chat requests that originate from any of the listed self-service pages.

Defining General Options for Chat-Enabled Pages

To define general options for chat-enabled pages, use the Chat Enabled Page Setup (RB_CHAT_ADMIN) component.

Access the Chat Enabled Page Setup page (Set Up CRM, Product Related, Multichannel Definitions, Chat, Chat Page Setup, Chat Enabled Page Setup).

Self Service Page

Displays the CRM self-service page that has implemented the chat feature.

Enable Chat Automation

Select to activate the corresponding page for users to start live chat.

Component and Market

Select the component that is associated with the corresponding self-service page.

Typically, you have one row in the grid for each self-service page. Or you can have multiple pages (multiple versions of the page) to the grid, with each one uniquely identified by a display template ID, for example. If display template ID is used, the market value is always set to GBL.

When you add a new row to the grid, the system sets the value of the market GBL by default.

Template ID

Select the display template ID that is used by the self-service page, if applicable.

Chat Profile

Select a chat profile to apply to the self-service page. Click the Chat Profile link to view and edit the associated chat profile setup.

Agent Popup Page

Select a CRM full-functional page from the drop-down list box. When users initiate chat sessions from a self-service page, the associated CRM page is displayed in the agent chat window. Click the Agent Popup link to view the selected agent popup page on the Agent Popup Page Definition page.

Specifying Pages to be Pushed to Customers

To define pages that can be pushed to customers, use the Self-Service Page Mapping (RB_CHAT_MAP) component.

Access the Self-Service Page Mapping page (Set Up CRM, Product Related, Multichannel Definitions, Chat, Page Mapping, Self-Service Page Mapping).

Agent Popup Page ID and Page

Display the ID and name of the CRM full-functional page (an agent pop-up page) that appears when the agent clicks the Select button on the agent chat window.

List of Self-Service Pages

Page	Enter the object name of the self-service page that maps to the given agent pop-up page and is available in the Push Web Page window to be pushed to customer's machine. Enter a row of data for each self-service page.
Component and Menu Name	Enter the component name, menu name for the page that you selected.
Market and Template ID	Select the market for the corresponding self-service page, typically it is set to GBL. Select the display template ID for the page, if applicable. Use the GBL market if you reference a display template.
Portal and Node	Enter the portal registry and portal node of the page that you selected.

Page ID	Displays the name that uniquely identifies the full-functional page. Some pages share the same page and component names (for example, support case, helpdesk case, and helpdesk case for human resources pages), the system uses the page ID to distinguish them.
Template ID	Displays the display template ID used by the full-functional page, if applicable.
App. Package (application package)	Displays the system delivered application package name that contains the application classes and methods used to define the mapping between self-service pages and full-functional pages.
App. Class (application class)	Displays the specific application class that contains all methods used to define the mapping between self-service pages and the full-functional page.
App. Method (application method)	Displays the PeopleCode application class method name that is used to populate all application keys needed to open the full-functional page. The system uses this method to populate all the information needed for creating chat interaction. The same method can be used by multiple self-service pages. You can create additional application classes and methods to perform the tasks.

Self Service Page	Displays the CRM self-service page that has implemented the chat feature.
Enable Chat Automation	Select to activate the corresponding page for users to start live chat.
Component and Market	Select the component that is associated with the corresponding self-service page. Typically, you have one row in the grid for each self-service page. Or you can have multiple pages (multiple versions of the page) to the grid, with each one uniquely identified by a display template ID, for example. If display template ID is used, the market value is always set to GBL. When you add a new row to the grid, the system sets the value of the market GBL by default.
Template ID	Select the display template ID that is used by the self-service page, if applicable.
Chat Profile	Select a chat profile to apply to the self-service page. Click the Chat Profile link to view and edit the associated chat profile setup.
Agent Popup Page	Select a CRM full-functional page from the drop-down list box. When users initiate chat sessions from a self-service page, the associated CRM page is displayed in the agent chat window. Click the Agent Popup link to view the selected agent popup page on the Agent Popup Page Definition page.