WebAgent UI Plugins

IFrame plugin

With the IFrame plugin you can load in any website as an frame directly into the WeAgent, you can embed useful information such as your company's Twitter feed, an internal support chat room.

Prerequisite

• The URL loaded in the Iframe plugin must be able to be loaded in a frame.

• The URL loaded in the Iframe plugin must be able to work on a page 250px width.

Added conversation variables to the URL

During a conversation you can pass along meta-data of a conversation when an conversation is active. This way the configured URL can use this information, for example to pre-fill in some fields or to load in specific information based on the customer URI.

Available values:

• conversationid = This is the conversationid of the active conversation

  Important

  conversationid is not the same the CorrelationId in the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.. conversationId is the unique session of the agent in the WebAgent.

• agentUri = This is the UPN In Windows Active Directory, a User Principal Name (UPN) is the name of a system user in an email address 'like' format. A UPN (for example: john.doe@domain.com) consists of the user name (logon name), separator (the @ symbol), and domain name (UPN suffix). of the signed in agent.

  Note

  The "sip:" prefix will be removed.

• customerUri = This is the URI (phonenumber or email address) of the customer of the active conversation.

  Note

  The "sip:" or "tel:" prefix will be removed.

Building the URL with variable values

The variable values can be added to the url via <>, for example:

https://golive.anywhere.now?conversationId=<conversationId>&agent=<agent>&customer=<customer>

During a conversation this will become:

https://golive.anywhere.now?conversationId=3f38d814-77d8-472a-9591-e23f539edf68&agent=adelev@contoso.com&customer=customer@anywhere.now/

How to activate

UI Plugins can only be activated by AnywhereNow. Please share the URL you want to activate with your AnywhereNow Representative.

Teams Meeting Plugin

The Teams Meeting plugin enables Agents to escalate an AnywhereNow WebChat session to a Microsoft Teams meeting. During the Microsoft Teams meeting the conversation is expanded with webaudio, webvideo, and screen sharing capabilities.

Notes

• The Teams Meeting will not be logged in the Power BI Reporting or in any other AnywhereNow data source.
• The audio during the Teams Meeting will not be recorded using the AnywhereNow Recording feature.
• During the Teams Meeting the customer is able to see the other participant, in other words the customer can see the Teams user of the Agent.

How to activate

UI Plugins can only be activated by AnywhereNow. Please reach out to your AnywhereNow Representative to activate this plugin.