Posts

  • David Soto
    Restrict popup notifications on one object?1
    Topic posted April 11, 2019 by David SotoBronze Medal: 1,250+ Points in B2C Service > System Admin and Configuration public
    Title:
    Restrict popup notifications on one object?
    Summary:
    Is it possible to restrict popup notifications on one object?
    Content:

    Hi, we would like not to receive any popup notifications for the "Task" object, but continue to receive it for other objects/sources.

    Is it possible to specify that? In "Personal Settings" we only can enable or disable all the popup notifications, not by object

     

     

    Document:
  • David Soto
    "New Opportunity" from Chat?5
    Topic posted August 28, 2017 by David SotoBronze Medal: 1,250+ Points in B2C Service > Communication Channels public
    Title:
    "New Opportunity" from Chat?
    Content:

    Hi guys,

    Customer wants to initiate an Opportunity from Chat, so I have a couple of questions regarding the standard chat - opportunity feature:

    1) Is there a way to automatically "map" a Chat field into another Opportunity Field?  For example, as seen in attached image1.jpg, OSvC automatically maps a "See incident n°____", I would like to:

    1.1) Remove the "see incident" part and only reference the Incident number

    1.2) Automatically Map the Chat ID into another custom Opportunity Field

    2) On the other hand, is it possible to skip this "pre-insert workspace" and go ahead straight to standard Opportunity workspace? (with the fields mapped)

     

    Thanks in advice,
    David

     

     

    Document:
  • David Soto
    Monitor client waiting time in chat session in Real TimeAnswered3
    Topic last edited July 4, 2017 by David SotoBronze Medal: 1,250+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Monitor client waiting time in chat session in Real Time
    Content:

    Hi,

    We know that there are some configuration verbs (FIRST_WARNING_TM / SECOND_WARNING_TM) that flags the agent workspace of an active chat session in yellow/red when certain time has passed after a client answered something .

    We want a report that shows in real time that "client waiting time after their answer". I thought it should appear in some standard report, because client waiting time is really basic, but so far I coudn't find it. I did find a report that flags the exception, but since it uses "chat" and "chat_events" tables, it is not in real time, user have to constantly refresh the report in order the report (& exception) to process. Also, I did find a report in real time (using "chat_rt" table), but it only shows the "client waiting time IN QUEUE" (before it is accepted in a chat), so that's not what I am looking for. Also, I couldn't Joined it with chat_events table.

    Supervisor wants to check in a real time report if some agents are in some parts of a chat session just hanging their clients waiting without answer.

    Is there a way to do this?  Thanks in advice,
    David

  • David Soto
    Proactive ChatAnswered6
    Topic posted July 22, 2015 by David SotoBronze Medal: 1,250+ Points in B2C Service > Customer Portal public
    Title:
    Proactive Chat
    Content:

    Hi, 

    We are implementing ORN, we have the Chat license and it's working in the standard way (customer clicks the "chat" link and the chat_launch page is prompted) . We want to make the Chat Proactive, EG: If a person is navigating the Portal for 3minutes now, the Chat will be automatically prompted as a suggestion to start a chat conversation with one agent.

    We heard that it is possible, not only to work inside the Customer Portal, but even outside, in the entire Webpage  (CP is only the "customer service" part of the webpage).


    Could you please help me with any documentation/procedures of how to do that Proactive Chat? Does it demands a lot of customization? (Within the same CP or outside). If you have been experienced with this kind of customization, any ideas/input is welcome.

     

    Thanks a lot
    David

     

    Version:
    May2015
  • David Soto
    Chat monitor in real time?Answered25.0
    Topic posted March 30, 2017 by David SotoBronze Medal: 1,250+ Points in B2C Service > Communication Channels public
    Title:
    Chat monitor in real time?
    Content:

    Hi guys,

    In an escenario, we have 2 profiles: ChatSupervisor & ChatAgent.  The Supervisor is worried about the brand-speech and how the Agents are addressing the customers.  Can a "ChatSupervisor"  be able to monitor in real time the chats that all the agents are making?  

     

    Thanks in advice.

    David

  • David Soto
    Filter possible assign candidates for an opportunity record2
    Topic last edited December 21, 2016 by David SotoBronze Medal: 1,250+ Points in B2C Service > Agent Desktop public
    Title:
    Filter possible assign candidates for an opportunity record
    Content:

    Hi,

    In an Opportunity report, when I click the "Assign" menu option on one record, a popup window is displayed showing all the available candidates. But we want to filter that popup window based on the criteria [ActualUser].TerritoryId (only show the available candidates whose territoryId matches the actual user).

    We want to do that because currently a "TeamA" supervisor can assign a "TeamA Opportunity" to "TeamB employee" (or any employee), and it shouldn't work that way. TeamA Supervisor only have to be able to select a TeamA employee.

     

    Is there any way to do this? So far I was trying, but it seems to be an OOTB non customizable button...

     

    Thanks in advice
    David

    Version:
    November 2015
  • David Soto
    How to show a calculation output just one time (not in a...1
    Topic posted March 21, 2016 by David SotoBronze Medal: 1,250+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    How to show a calculation output just one time (not in a column for every record)?
    Content:

    Hi, 

    EXAMPLE: We have a report that has a calculated column of "Total Time" (sum (......)), and another calculated column of "Total Quantity" (another sum (......)).  

    We want to show the "TOTAL AVERAGE" that is Sum(TotalTime) / Sum(Total Quantity). This is the calculation of two separate columns (that's why I can't use the standard "average" option).

    I have the expresion to calculate it, but I don't know how to show it just in one output (not a column, because it would show in every record.). Is there a way?

     

    I tried to put in in a Variable & show it in a Text Field, but the Text Field is showing the expresion, not the calculation. I am attaching you an image.

     

    Can you help me?
    Thanks in advice.
    David

    Version:
    May2015
    Document:
  • David Soto
    Export/Print Incident Information after created into...3
    Topic posted February 1, 2016 by David SotoBronze Medal: 1,250+ Points in B2C Service > General Technical Discussions for Service public
    Title:
    Export/Print Incident Information after created into pre-defined format
    Content:

    Hi,

    After an agent creates an incident, he wants to be able to Print/Export the incident information into a specific format (Shown in image attached, "format.JPG"). Is there a way to do that? 


    Thanks in advice.
    David

    Version:
    May2015
    Document:
  • David Soto
    Problem when exporting Report to Excel1
    Topic posted November 19, 2015 by David SotoBronze Medal: 1,250+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Problem when exporting Report to Excel
    Content:

    Hi,

    Our text fields appear in dissorder after exporting to Excel. It looks correct in Design & Report View Mode.

    What could be the problem / How can we fix this?

    Any ideas are welcome. I am attaching  screenshots

     

    Thanks in advice
    David

    Document:
  • David Soto
    Simple CP Hook numeric Validation not workingAnswered5
    Topic posted October 27, 2015 by David SotoBronze Medal: 1,250+ Points in B2C Service > Customer Portal public
    Title:
    Simple CP Hook numeric Validation not working
    Content:

    Hi guys,

    I am new using CP Hooks, I want to validate Customer "login" field to be numeric only on pre_contact_create. I have reviewed other posts & examples and did my own, but it is not working. Here is my code:

    Hooks.php:

    $rnHooks['pre_contact_create'] = array(
             'class' => 'Validacion_Contacto',
             'function' => 'ValidarContacto',
             'filepath' => ''
         );

     Validacion_Contacto.php:

    <?php
        
        namespace Custom\Models;
        use \RightNow\Connect\v1_2 as RNCPHP;
        
    class Validacion_Contacto extends \RightNow\Models\Base
    {
        function __construct()
        {
            parent::__construct();
           
        }
       
        public function ValidarContacto($contact){
           
           $login = $contact['data']->login->value;
            
            if(!is_numeric($login)) {
                echo "Error: El Nro de Documento debe contener sólo números";
            } 
           
        }
    }

     

    Probably it is a nomenclature error... Could you please help me what I am doing wrong?

    Thanks a lot
    David