How to configure and use FocalScope's Live Chat Categories
Monday, December 5, 2016 8:14 AM

Categories serve as multi-level labels that can be added to tickets and Live Chat sessions to tag them for later extraction to reports in the Report Center. You can categorize tickets and Live Chat sessions based on any number of criteria. This article details the following:

  • How to create Live Chat Categories, subcategories and their respective values
  • How to assign newly created Live Chat Categories to Live Chat sessions

Tutorial

Creating Live Chat Categories

  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. Navigate to the [Workflow Configuration > Categories] folder
  4. Optionally, set the global Category setting [disable ad-hoc categories] (highlighted in red). Ticking this flag will force agents to select preexisting Live Chat Categories and values as opposed to defining their own and possibly breaking convention
  5. In the right-hand pane, right click and select [New Top Category]



Figure 1Creating new Live Chat Categories



  1. Under the [General Properties] section, the [Belongs to] field needs only be assigned if this were a subcategory. Because this will be a top category, we can leave this field blank. The [Name] can be anything that best describes the category
  2. The [dynamic values (skip prompt)] flag should be ticked if the following conditions prevail:
    1. If the Live Chat Category will have such a large number of unique values that it essentially becomes a custom field
    2. If the dynamic nature of the values to be used makes it impractical to continuously prompt the agent with existing values during data input
  3. Tick the [Enable for live chat] flag to allow Live Chat sessions to be categorized with this category configuration
  4. Under the [Values for the category] we can set the tagging values for messages. Optionally, you could use subcategories and their values if another sub-level is required. To add new values, click the green [+]. To delete an entry, click the black [X]
  5. Click [Ok] to save the new Live Chat Category
  • If your would like to create a subcategory, you can add it now by right clicking your newly created top category and selecting [New subcategory]



Figure 2 - Enabling Categories for Live Chat

Enforcing Live Chat session categorization

  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. Navigate to the [Instant messaging > Live chat > Groups] folder
  4. Configure your Live Chat groups and tick the [A category must be specified when closing live chat session] flag for the groups that you want to enforce Live Chat session categorization
  5. Click [Ok] to save the configuration



    Figure 3 - Enforcing categorization for a Live Chat group


    Categorizing an active Live Chat session

    1. An active Live Chat can be categorized as follows:
      1. Click the [Categories] button in the bottom right hand corner of the chat window
      2. In the [Categories] pop up, select the category in the left dropdown menu and then select the value in the right dopdown menu. Additional subcategories can be added below the topmost category, using the same method
    2. If enforced categorization is enabled, when the Live Chat session is closed, a pop up will appear. A category must then be specified ***before the chat window can be closed***



    Figure 4 - Categorizing a Live Chat



    Categorizing a Live Chat recording

    1. To categorize a previously uncategorized Live Chat, do the following:
      1. In the [Main menu], select [Screen > Administration]
      2. Click the [Administration] tab
      3. Navigate to the [Instant messaging > Live chat > History] folder
      4. In the right-hand pane, right click the Live Chat recording and select [Categories]Please note, Live Chat recordings that are already categorized will have their categories displayed in the [Categories] column



    Figure 5 - Categorizing a Live Chat recording

    Additional Information

    How to configure and use FocalScope's Ticket Categories