Maintenance Manual

82 Cisco Unified Web and E-Mail Interaction Manager Administrator’s Guide to Chat and Collaboration Resources
7. Open a new browser window and access the entry point URL and test it. To test the entry point with other
templates available in the system, repeat Step 6 and select a different template folder.
A sample chat entry point
Setting Up Transcripts and Notifications
Sending Transcripts for Serviced and Abandoned Chats
You can email chat transcripts to customers. Transcripts can be sent for both serviced and abandoned chats.
Serviced chats are those chat sessions where the agent joins the chat session at least once (activity substatus
changes to “In Progress”) before the customer exits the session. Serviced chats also include chats that were not
completed successfully because of some error. Abandoned chats are those chat sessions where the customer exits
the chat before the activity substatus changes to “In Progress” at least once. This means the customer leaves the
chat before an agent could attend to him.
In the transcript email that is sent, the chat transcript is placed between the greeting article and the signature
article.
Important: These features are not available for callback and delayed callback activities.
Important: Before you start, make sure you create the header, footer, signature, and greeting KB
articles to be used in the chat transcript email. The articles need to be created from the Knowledge
Base Console.