Maintenance Manual

34 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
Enabling Auto-Login
When the chat link is provided in an authenticated section of the website, the auto-login feature can be used to
automatically login the customer for chat. When the customer clicks the chat link or button, he is not displayed
the login page.
The auto-login feature is available for standalone and integrated chats.
To enable auto-login for chats:
1. Open the Cisco_Home \eService\templates\chat\ Template_Folder \eGainLiveConfig.js file in a
text editor.
2. Locate the
autoLogin property and set the value to 1 to enable auto-login.
3. Save the changes.
4. Change the entry point code so that the customer information collected at the time of login on the website is
passed on to the Unified EIM & WIM application when the customer initiates a chat session. For details, see
Step 8 on page 87.
Displaying Queue Position or Wait Time
Customers waiting in the queue to be serviced by agents can be informed about the wait time or their position in
the queue.
Wait time is the average time taken to assign the last 20 activities from the queue. This number is refreshed
every 5 seconds.
Queue position is the number of chats waiting for assignment in the queue. This includes, new chats, auto-
pushed back chats, and transferred chats. This number is refreshed every 5 seconds.
The wait time or queue position is displayed only when the activity is added to the queue for the first time. When
the activity has been serviced once and is transferred to a queue or another department, the wait time or queue
position is not displayed.
To display the queue depth or wait time:
1. Open the Cisco_Home \eService\templates\chat\ Template_Folder \eGainLiveConfig.js file in a
text editor.
2. Locate the
sessionStastics property and do the following:
 Set the value to 0 and nothing is displayed to the customer.
 Set the value to 1 to display the wait time to customers. (default option)
Important: A template where auto-login is enabled should not be used for regular chats.
Important: This section applies only for standalone chats.