Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Chat server options

In the Chat Server Settings area of the Virtual Chat Administration Console, you configure server information, chat options, and quick text options.

Updates to these options take effect only after you refresh the servlet. To refresh the servlet, from the Virtual Chat Administration Console, select Self Service Portal > Configuration, and then click Refresh Servlets.

Before you begin

If you want to configure BMC Client Management (BCM), make sure that you have installed and configured the following versions of BMC Client Management:

  • For BCM Master URL—BCM version 21.02
  • For BCM Console URL—BCM version 20.08 or later.

To configure chat server settings

  1. Log in to Remedy Mid Tier as an administrator.
  2. Click Virtual Agent > Administration Console.
  3. Click General Settings > Chat Server Settings, and update the following options:

    FieldDescription
    General Settings
    HTTP Resource ServerThe URL to the server that contains the HTTP Resources folder.
    Question LogThe full path to the questions.log file, such as c:\var\questions.log. The questions.log file is a text file that contains a log of all chat messages. If this value is left blank, the log file is not created or updated. If you do not log all chat messages to a text log file, you can still see chat information in the reports.
    Chat Application Status

    The type of agent mode in use—Virtual Agent OnlyAgent Only, or Virtual Agent and Live Agent. When Live Chat is deployed, the mode is Agent Only.  This field is populated automatically and is disabled for editing. The value of this setting determines whether to show or hide the Virtual Agent Name and Show Avatar fields. 

    Self Service Chat Responses to Keep

    The number of self-service chat responses to keep. Responses beyond the maximum number are discarded.

    Default value: 50

    Max Open Self Service Questions

    The maximum number of open sessions with live agents that a self-service user can have open at a time. When a user tries to  open a new chat session with a live agent, but has reached the maximum value, the user receives a message indicating that the maximum number of open sessions has been reached. When you change this value in the Virtual Chat Administration Console, it applies to self-service users who open the self-service portal after the change is saved. If a user is in a session when the value is changed, the new value does not apply to that user until the user logs out and logs back on.

    Default value: 6

    Max Open Live Chat Sessions

    The maximum number of chat sessions that a self-service user can have with live agents. When a user tries to open a new chat session with a live agent, but has reached the maximum value, the user receives a message indicating that the maximum number of live chat sessions has been reached. When you change this value in the Virtual Chat Administration Console, it applies to self-service users who open the self-service portal after the change is saved. If a user is in a session when the value is changed, the new value does not apply to that user until the user logs out and logs back on.

    Default value: 6

    Max Wait Time Reported

    The maximum wait time (in minutes) to display to the self-service user when the user requests a live agent. 
    Live Chat calculates the maximum wait time based on past performance. Wait time is also based the longest wait time of all the open requests for live agents. For example, if there are 5 Self Service Portal requests to talk to live agents and longest wait time is 5 minutes, the system displays 5 minutes. If the longest session changes again to 3 minutes, the system updates the wait time to 3 minutes.

    Use Max Wait Time Reported to display a maximum value to the user. For example, if a question has been left unanswered in the queue for a long period of time, the computed wait time might be excessively long. System administrators can override this value by setting their own maximum wait time. 

    The self-service users sees the wait time in the following system prompt when they request a live agent:
    Your approximate wait time is 10 minutes.

    BCM Master URL

    The URL for BMC Client Management (BCM) master server.

    This URL is used by Live Chat server to make a REST API call to BCM and to launch a remote session to the end user's desktop.

    For example: https://<bcmServer>:<httpPort>

    BCM Console URL

    The URL for BMC Client Management web console that acts as a fallback URL, if the connection to the BCM Master URL fails.

    For more information, see Remotely controlling a device through a web browser Open link .

    For example: https://<bcmServer>:<httpPort>/webconsole

    Chat Server Status
    Current StatusThe mode of the chat server: Test or Production.
    Show Debug InfoSpecifies whether debug mode is active in the agent console. When the Debug option is enabled, administrators can debug logs by enabling the browser's develop option by using the F12 key or using the Inspect mode. The Debug option helps in error tracking and issue resolution. Best practice: Debug mode is necessary only when you are testing changes or in a test environment. In a production environment, set the Show Debug Info option to Off.
    Quick Text Options
    Allow Agent to Use Quick TextSelect Yes, to allow agents to use quick text messages in a chat.
    Allow Agent To Add Personal Quick TextSelect Yes, to allow agents to create a quick text message for individual use.
    Allow Agents To Use Question ScriptsSelect Yes, to allow agents to use question scripts in a chat.
  4. Click Apply.

Related topics

Responding with quick links

Responding with quick texts

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