SmartText or a SmartPage 

Use

As an agent supervisor, you can create SmartPages for the frequently used documents or links and SmartTexts for the frequently used text.

While chatting with customers, agents may frequently use:

The text 'Good morning, How may I help you?' To avoid typing this long sentence every time, supervisors can create a SmartText named Morning.

The Product Specification document. To have this document readily available for agents, supervisors can create a SmartPage named ProdSpec.

The SmartTexts and SmartPages are displayed in a hierarchical structure. The nodes in this hierarchy has a:

·        Name - It is the text that is displayed as the node.

·        Content type - It is the type of information the node contains. For example, text or a document.

·        Content - It is the actual information. For example, path of a file.

Each node must be one of the following:

·        Leaf node - These nodes are at the last level and are the primary source of information. It is either a document or a link or text.

·        Non-leaf node. Content type for a non-leaf node is not defined. Content type of all non-leaf nodes in the SmartText file is text.

Prerequisites

You have access to the Supervisor desktop.

Activities

       1.      Access the Agent Supervisor UI.

For information on how to access, see Support Customers.

       2.      Click Edit Phrases.

       3.      Select an XML file and click Edit.

If you want to maintain:

SmartTexts, select CIC-1-SCRIPTS.XML or SCRIPTS.XML.

SmartPages, select CIC-1-PAGEPUSH.XML or PAGEPUSH.XML.

       4.      Expand and click on a SmartText or a SmartPage.

If you want to:	Click
Add a new SmartText or a SmartPage under the selected node	Add Child
Add a new SmartText or a SmartPage in the same level as the selected node	Add Sibling
Delete the selected SmartText or a SmartPage	Delete
Edit the selected SmartText or a SmartPage	Change
Preview the selected SmartText or a SmartPage	Select

       5.      If you have chosen to add a SmartText or a SmartPage, enter the following details and click OK.

Field name	Description
Name	Enter a name for the node. This name will be displayed as a label of the node.
Content	Enter one of the following: ·        Absolute file path : For example, c:/ecall/test.txt. If you choose the absolute path, it is difficult to change the directory of the SmartPages and it is not possible to install the application as a .WAR file. ·        Path relative to the web-inf directory of the Web server - For example, //$(web-inf)/cfg/xyz.txt. ·        The name of a file located in the SmartText directory, for example, Push.xml. ·        Uniform Resource Locator (URL) - For example, http://www.yahoo.com
Content type	If you want to add a: ·        SmartText, click Text. ·        SmartPage, click File or URL.
Folder	Choose this option if you want to maintain a node so that you can later add sub nodes under it.

The changes are maintained in the selected XML file and the SmartTexts and SmartPages you created are available for the agents to use within the Live Web Collaboration (Agent Side) application.

Syntax

Details in the file PAGEPUSH.XML

<TREE>

<NAME>DEFALUT PAGE PUSH TREE</NAME>

<CONTENT>tree to hold page push related links</CONTENT>

<NODE>

<NAME>URL CATALOGS</NAME>

<CONTENT>contains url related links</CONTENT>

<TYPE>UNKNOWN</TYPE>

<NODE>

<NAME>SAP</NAME>

<CONTENT>http://www.sap.com</CONTENT>

<TYPE>URL</TYPE>

</NODE>

</NODE>

<NODE>

<NAME>FILE CATALOGS</NAME>

<CONTENT>contains url related links</CONTENT>

<TYPE>TEXT</TYPE>

<NODE>

<NAME>X marks the spot</NAME>

<CONTENT>file:///c:/ecall/docs/push-docs/Xmarksthespot.pdf</CONTENT>

<TYPE>FILE</TYPE>

</NODE>

<NODE>

<NAME>Servlets</NAME>

<CONTENT>file:///$(pagepush-dir)/servlets.pdf</CONTENT>

<TYPE>FILE</TYPE>

</NODE>

</NODE>

</TREE>