5. Queues‎ > ‎

G. Advanced

By:  Mark Kleinschmidt
Date:    11/24/2010
Rev.:    11/24/2010
The Advanced tab in the queue definition controls advanced features of Instant Queue Manager.  The panel encompasses three separate advanced features; CRM Integration, Post-chat surveys and auto update of the queue's on-line status. 
CRM Integration - When there is an interface to the CRM system, there is an added form to the Sametime client that allows the expert to directly interact with the CRM.  The exact nature of the interaction is highly dependent on the CRM being used and client requirements.  To see what CRM systems we integrate with, please visit our Installation/Plugins section.  If there is installation documentation, we support it.  If there is no documentation, then contact Instant Technologies Technical Support for assistance.
Surveys - After the completion of a conversation, the visitor can be presented with a survey.  The default survey is a very simple form.  Additionally the expert in the con
1. To enable the CRM there must be a CRM system in place.  We need to have an appropriate plug-in for the interface.  And, the plug in needs to be installed in each expert's Sametime client.  The CRM must also be defined in the ADMIN/Settings/CRM page before it can be set here.
2. To enable surveys other than the default survey, you will need to have either created an HTML survey or subscribed to a 3rd party service that provides the survey for you. 
To work with the tab, you must first select a queue to work with either by adding a new queue or selecting an existing one.
Then, to add and remove Standard Replies from the queue, click on the "ADVANCED" Tab.
Enable CRM for this Queue - When this check box is checked, the queue will send data to the Sametime client of the expert having the conversation with the visitor based on the CRM Integration parameters specified in the ADMIN/Settings/CRM panel.
Default - In the ADMIN/Settings/CRM panel, one of the CRMs defined can have the default flag set.  Selecting this radio button will use that CRM definition, and the URL Field will be automatically filled in with the URL specified in the ADMIN/Settings/CRM panel.
Other - If this radio button is selected, a drop down box with all defined CRMS will be presented from which you can select the CRM with which you want to integrate.  The URL Field will be automatically filled in with the URL for the selected CRM. 
URL: - This field is a display only field showing the URL for accessing the CRM.  If the data in this field is wrong, check that you selected the correct CRM from the drop down list.  If you did, then check that the CRM is properly defined in the ADMIN/Settings/CRM panel.
Enable a survey at the end of the queue conversation - If you want to have survey presented at the end of the conversation, check this option.  The results will be stored in the Qlogs database, but are not exposed in the conversation chat log.  We give you two options for the survey.
Default - The default survey provided with the Instant Queue Manager is a very short two question survey.  The first question askes the user to rate the level of satisfaction on a 5 point scale, and the second question solicits additional comments.  When this option is selected, the URL below is automatically filled in with the location of the survey.
Other - This option allows for either a custom survey or the use of a 3rd party survey company.  When this option is selected the URL field becomes an enterable field.  You will have to enter the location of the survey's HTML file.
URL: - This field shows you where the survey's HTML file is located.  To make sure the survey is working, you can cut and paste this URL into the Address field of any browser and the survey should display.
If all agents are currently busy with other customers: - This option deals with the situation where all enabled experts assigned to the queue are taking all the conversations they are allowed to take.  If multiple conversations per expert is set to a number greater than 0, then each expert is chatting with the max number of visitors permitted.
If no one from the queue is active, then change the bot's status to: - This option allows the administrator to determine how the queue will appear to visitors when there is nobody is in active or available status on the queue. (They may be logged in, but not in available status.)  This, most often, occurs when all experts in the queue have gone home (and don't log out), are in a meeting, or are at lunch.
For the above two scenerios the following three options apply.
Accept incoming requests and attempt to locate an operator - To the visitor the queue will appear as normal and they will get the appropriate wait messages until the queue times out.  Once the queue times out the request will be logged as a non-connected chat.
Keep the bot active, log the request, and change the status description to: - The visitor will see the queue is "Live" or on-line, but they will receive the message in the Text Field below.
Put the bot in away status, log the request, and change the status descripion to: - The visitor to the queue in this scenerio will see that the queue is in away mode in their Sametime Client, or the web chat button on the web page will show as off-line.  When the user clicks on the link or contact list line, they will get the message in the Text Field below.
Text field: - The text field for each of the scenerios allows the administrator to easily edit the message presented to the visitor when the queue status warrants.
If all agents are offline or disabled, send customer "No agent available" message immediatly. - In this situation, nobody is logged on or is enabled to respond to a visitor's query.  The "No agent available" message referred to here is located in the Text Resources page of the queue definition.