Defining applications for support agents

Administrators define applications for agents to use when assisting self-service users. These applications are tools that agents can launch or use when resolving customer issues. For example, an agent might relate a chat session to an incident or report a major incident. The system administrator defines these applications in the Agent Toolkit.

To define an application

1. Under Agent Toolkit in the Virtual Chat Administration Console, click Applications.
   The Application Launcher pane appears.
   
   
2. Click Create to create a new application, or select an existing application and click Modify.
3. Enter the following information:
   • Name: Type a descriptive name for your application.
   • Type: Select the type of application: System, Remedy, or URL.
   • Path: Specify the path to the application (for example, c:\apps\unlock.exe).
   • Parameters: Provide additional parameters that might be required to launch your application (for example, a path or switch).
   • Owner: Specify the name of the owner of the application. This information could be set to Global for the system administrator or to an individual user name.
   • Status: Select Enabled or Disabled. A disabled application cannot be used but can be enabled for use at a later time.
   • Application: Select who can access the application. Choose from either Global (everyone) or Support Agent Console.

   • Company: Enter the name of the company whose agents can use this application, if multitenancy is in use.

4. (Optional) To test the application, click Test.
   The application launches in another window.
5. (Optional) If the application has additional files associated with it, click Add to add those files.
   1. Browse to the location of the file to add it. 
   2. Click OK to save the changes.
6. In the Application Launcher dialog box, click Save (in the upper-left corner) to save the application definition.

Predefined applications

You can enable or disable any of the following predefined applications for the Support Agent Console:

The following predefined applications are no longer applicable:

• Attachments
• Clear Log
• Related Session to Major Incident
• Report Major Incident

Related topic

Interacting with chat users