Before starting this chapter it is highly recommended to first define common / rich call context by visiting Common Service Settings. Some examples of recommended items for service call context involve: 

Your Context can then be applied by clicking the Services ->  Any existing service entry -> Context

WebConfigurator - Call Service context

The 'Context' tab contains the following settings:

Control Name

Description

Send Parameters to AA-CRM-Modules

(info) Agent Assistant can use submitted context data for CRM integrations.

  • Set to 'true' to send over default CCTXT channel parameters / CRM data to Agent Assistant
  • Set to 'false' to disable sending over default CCTXT channel parameters / CRM data to Agent Assistant.

Parameters

Parameters

List of parameters that are used by the service to collect, save customer data and pass them to another service or agent.

Conversation Context

Allow Share Context Information on Consultative Transfer

Allows a service to share context information during consultative transfer.

Conversation Context

Select one or several conversation contexts for the service.

(tick) Precondition: the conversation context should be configured earlier on WebConfigurator  -> Services -> Conversation Context tab

Codes

Task Completion Codes

Defines the list of task completion codes for the service. They will be available in Agent Assistant application. The agent will choose any task completion code for each conversation.

The order of codes in ‘Set Codes’ area can be adjusted by ‘up’ and ‘down’ arrows.

Cross Selling Codes

Defines the list of cross selling codes for the service. They will be available in Agent Assistant application. The agent will choose any cross selling code for each conversation. Cross selling codes are available for selection only if task completion code is selected.

The order of codes in ‘Set Codes’ area can be adjusted by ‘up’ and ‘down’ arrows.

Show Codes on: 

Defines the list of cross selling codes for the service. They will be available in Agent Assistant application, allowing the Agent to choose any cross selling code for each conversation.

Available options are: 

  • Answering Conversation: Cross selling codes are available for selection when conversation starts
  • Hangup Conversation: Agent Assistant is asked for a code after the conversation ends.

Manage ACW for Agent

Set 'true' to make the Agent Assistant extend the ACW (After Call Work) time if a task completion code was not chosen by the end of the ACW.