VidyoEngage Administrator Guide Version 17.3.0-A

VidyoEngage™Administrator Guide
Product Version 17.3.0
Document Version A
February, 2018
© 2018 Vidyo, Inc. all rights reserved. Vidyo’s technology is covered by one or more issued or pending United States patents, as more fully
detailed on the Patent Notice page of Vidyo's website http://www.vidyo.com/about/patent-notices/, as well as issued and pending
international patents. The VIDYO logotype is a registered trademark of Vidyo, Inc. in the United States and certain other countries, and is a
trademark of Vidyo, Inc. throughout the world. VIDYO and the Vidyo family of marks are trademarks of Vidyo, Inc. in the United States and
throughout the world.
TABLE OF CONTENTS
1. Overview .......................................................................................................................................1
Understanding the Different System Accounts................................................................................. 1
The System in Brief ............................................................................................................................ 1
Conventions Used ............................................................................................................................. 1
Getting More Information ................................................................................................................... 2
Contacting Customer Support .......................................................................................................... 2
2. Definitions .....................................................................................................................................3
Vidyo Concepts and Equipment ....................................................................................................... 3
Users .................................................................................................................................................. 3
Tenants............................................................................................................................................... 3
3. Configuring Settings as the Tenant Admin ....................................................................................4
Logging in to the Tenant Admin Portal.............................................................................................. 4
Managing Routing and Skillsets ........................................................................................................ 5
Selecting Routing Policies ............................................................................................................ 5
Adding New Skillsets .................................................................................................................... 6
Editing Existing Skillsets ............................................................................................................... 7
Deleting Existing Skillsets ............................................................................................................. 8
Managing Agents............................................................................................................................. 10
Adding New Agents .................................................................................................................... 10
Editing Existing Agents ............................................................................................................... 12
Deleting Existing Agents ............................................................................................................. 13
Managing Terms and Conditions .................................................................................................... 15
Adding Terms and Conditions ................................................................................................... 15
Editing Existing Terms and Conditions ...................................................................................... 16
Deleting Existing Terms and Conditions .................................................................................... 17
Managing Streaming Videos ........................................................................................................... 19
Adding New Streaming Videos .................................................................................................. 19
Editing Existing Streaming Videos.............................................................................................. 20
Deleting Existing Streaming Videos ........................................................................................... 22
Managing Background Images ....................................................................................................... 23
Adding New Background Images .............................................................................................. 23
Editing Existing Background Images ......................................................................................... 24
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TABLE OF CONTENTS
Deleting Existing Background Images ....................................................................................... 25
Managing Surveys ........................................................................................................................... 27
Adding New Survey Questions................................................................................................... 27
Editing Existing Survey Questions.............................................................................................. 28
Deleting Existing Survey Questions ........................................................................................... 29
Managing Profile Behavior Configurations ..................................................................................... 30
Configuring the Customer’s Profile Behavior ............................................................................. 30
Configuring the Agent’s Profile Behavior ................................................................................... 32
Managing System Settings.............................................................................................................. 33
Uploading Logos ........................................................................................................................ 33
Resetting API Tokens .................................................................................................................. 34
Configuring Recording Control................................................................................................... 35
Configuring Integrations ............................................................................................................. 36
Exporting Interactions ................................................................................................................. 41
4. Testing Browser and Mobile Clients for Customers ....................................................................43
Testing Browser Clients for Customers Accessing VidyoEngage ................................................. 43
Accessing the Landing Page ..................................................................................................... 44
Configuring Settings ................................................................................................................... 44
Routing Interactions .................................................................................................................... 45
Submitting Survey Responses ................................................................................................... 52
Testing Mobile Clients for Customers Accessing VidyoEngage .................................................... 52
Accessing the Landing Page ..................................................................................................... 52
Configuring Settings ................................................................................................................... 53
Routing Interactions .................................................................................................................... 53
Submitting Survey Responses ................................................................................................... 58
5. Testing Browser Clients for Agents .............................................................................................59
Accessing the Landing Page .......................................................................................................... 59
Configuring Settings ........................................................................................................................ 60
Logging in to the Agent Dashboard ................................................................................................ 60
Manging the Agent Dashboard ....................................................................................................... 61
Changing the Availability Status ................................................................................................. 61
Viewing Profile Behavior Configurations .................................................................................... 62
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TABLE OF CONTENTS
Viewing Incoming Calls from the Online Queue ........................................................................ 62
Scheduling Meetings .................................................................................................................. 65
Appendix A. Recording Configurations ...........................................................................................67
No Recorder ..................................................................................................................................... 67
VidyoReplay™ Recorder Option ...................................................................................................... 67
Key VidyoReplay Recording Features........................................................................................ 68
VidyoEngage VidyoReplay Recorder Options ........................................................................... 68
Verint Recorder Option .................................................................................................................... 69
VidyoEngage Verint Call Recording Recorder Option ............................................................... 69
Vidyo-Verint Deployment Details ................................................................................................ 70
Appendix B. Export Interaction History............................................................................................72
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1. Overview
Welcome to Vidyo, Inc., creators of the most advanced and cost-effective video conferencing
system in the world. This document focuses on setting up VidyoEngage™ from an administrator
perspective.
Understanding the Different System Accounts
As an IT professional who manages your organization’s network, you have a solid understanding
of Internet protocols, network topologies, and general networking concepts.
This document provides information for the types of system accounts using your VidyoEngage
system:
 The System Console Administrator – This account configures and maintains the system and
the network using the System Console.
 The Super Administrator – Configures and maintains the various Tenants using the Admin
Portal.
 The Tenant Administrator – Configures and maintains the Tenant settings for their own tenant.
The System in Brief
The VidyoEngage system allows agents and end customers to connect using the best online video
technology. Every Tenant Admin has a Tenant Admin User Interface (UI) where they can configure
settings related to the agents’ and customers’ in-call experience.
VidyoEngage creates a personal touch that keeps customers engaged with the use of full voice,
webchat, email, social media, and most importantly video. This system allows customers to place
calls in a multi-queue that are routed by agent or per skill. Agents and customers can join calls via
their web browser, such as Internet Explorer, Firefox, and Chrome, phone, or tablet.
Conventions Used
 Items marked with Note indicate that the information deserves special attention.
 Items marked with Caution indicate that not following the information provided may result in
unwanted or undesirable outcomes.
 Text you type into an on-screen field or a browser address bar appears in a bold Consolas
font. Variables are shown in blue, surrounded by brackets:
http://[IP or FQDN address]
1
Error! Reference source not found.
 Cross-references to pages are shown in blue.
 Navigational paths are delimited with greater-than symbols and italicized:
Click Settings > Options
Getting More Information
Additional VidyoEngage documentation includes the following documents:
 VidyoEngage Deployment Guide
 VidyoEngage Release Notes
 VidyoEngage Datasheet
You can find articles related to this content at https://support.vidyocloud.com.
Contacting Customer Support
If you are a Vidyo reseller or end user with PLUS support, please feel free to contact the Vidyo
Customer Support team via email or phone:
 Email: support@vidyocloud.com
 Phone: 1-866-99-Vidyo (Int'l: +201-289-8597) - Option 3
If you are a Vidyo end user without PLUS support, please contact your Vidyo reseller for further
assistance.
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2. Definitions
This chapter defines the terms used in this guide with which you may not be familiar.
Vidyo Concepts and Equipment
Here’s a brief introduction to the system’s components.
 User Interface (UI) – A series of web pages (for Super Admins and Tenant Admins) that are
used to interact with the system.
Users
A user is anyone who uses the system. In a simple deployment, one person might assume the
roles of both Super Admin and Tenant Admin when appropriate.
 The System Console Administrator – This account configures and maintains the system and
the network using the System Console.
 Super Admin – Has administrative privileges and is responsible for creating and manaintaing
tenants.
 Tenant Admin – Has administrative privileges for a specific tenant. A Tenant Admin can add,
delete, and manage agents and their skillsets, terms and conditions, streaming videos,
background images, surverys, custom profile configurations, and system settings.
 Agent – User of an organization that picks up interactions originating from the customer.
 Customer – End user that would typically start an interaction from a browser or mobile
platform.
Tenants
 Tenant –A single VidyoEngage system can be set up to host multiple organizations known as
tenants.
 Tenant Name – A simple identifier within the system and among other tenants. If you’re hosting
multiple organizations, it might be the organization’s common name such as Acme Corp. and
Jones Foundation.
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3. Configuring Settings as the Tenant
Admin
This chapter explains how the Tenant Admin manages configurations specific to a tenant in the
VidyoEngage Tenant Admin UI. Configurations made by the Tenant Admin using the VidyoEngage
Tenant Admin UI are applied to that specific tenant in the VidyoEngage system.
Logging in to the Tenant Admin Portal
Once you have provisioned your VidyoEngage tenant, you must log in to the VidyoEngage Tenant
Admin UI as the Tenant Admin and configure the features of that tenant.
To log in as the Tenant Admin:
1. Enter the IP or FQDN address in the address bar of your desired web browser followed by
a forward slash and “V2/tenant” to access the VidyoEngage system:
http://[IP or FQDN address]/V2/tenant
2. Log in using the new tenant username and password that the Super Admin has provided
and set in the VidyoEngage Super Admin UI.
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3. Configuring Settings as the Tenant Admin
Managing Routing and Skillsets
The ROUTING page displays all the skillsets configured in the system. If there are more than 10
skillsets in the system, skillsets can be searched using the Manage Skill search field or by clicking
the red arrow at the bottom of the Routing page to browse for skills. Only 10 rows will display per
page.
Selecting Routing Policies
To select routing policies:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the ROUTING tab.
3. Select one of the following routing policy options from the Routing Policy drop-down:
 All – new interactions are routed to all the available agents that match the specific
skillset
 Round Robin – new interactions are routed to available agents one by one in a round
robin fashion that matches the specific skillset
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3. Configuring Settings as the Tenant Admin
 Least Loaded – new interactions are routed to available agents that has the least
number of interaction in their queue that matches the specific skillset
Adding New Skillsets
To add new skillsets:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the ROUTING tab.
3. Click
to add a new skillset.
The Add Skill pop-up appears.
4. Enter a unique name identifying the skillset in the Skill Name field.
5. Enter details that describe the skillset in the Skill Description field.
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3. Configuring Settings as the Tenant Admin
6. Enter the agents’ emails that you want to be notified via email.
7. Enter the agents’ phone numbers that you want to be notified via SMS.
8. Click the Save button to add the skillset for the appropriate tenant.
Editing Existing Skillsets
To edit existing skillsets:
1. Log in to VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the ROUTING tab.
3. Click
in the Action column of the appropriate skillset that needs to be edited.
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3. Configuring Settings as the Tenant Admin
The Update Skill pop-up appears.
4. Edit the appropriate fields as necessary.
5. Click the Save button to save all changes.
Deleting Existing Skillsets
To delete an existing skillset:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the ROUTING tab.
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3. Configuring Settings as the Tenant Admin
3. Click
in the Action column for the appropriate skillset that needs to be deleted.
A confirmation pop-up appears.
4. Click the Ok button.
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3. Configuring Settings as the Tenant Admin
Managing Agents
The AGENT page displays all the agents configured in the system. If there are more than 10
Agents in the system, agents can be searched using Manage Agent search field or by clicking the
red arrow at the bottom of the Agent page to browse for agents. Only 10 rows will display per
page.
Adding New Agents
To add a new Agent:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click
to add a new agent.
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3. Configuring Settings as the Tenant Admin
The Add Agent pop-up appears.
3. Enter a unique name in the Agent Id field that the agent will use to log in to their
dashboard.
The Agent Id is case sensitive so be sure to make note of the case that you are using to
create the Agent Id.
4. Enter a first name for the agent in the First Name field.
5. Enter a last name for the agent in the Last Name field.
6. Enter a phone number for the agent in the Phone No field.
7. Enter an email address for the agent in the Email field.
8. Select the Authentication With VidyoPortal checkbox if you want the login authentication for
the agent to be performed against the VidyoPortal login using the VidyoWorks Web
Services API; otherwise, leave this checkbox deselected and proceed to the next step.
Note
VidyoPortal authentication supports authenticating with the username and password with an
Active Directory using the LDAP protocol. Selecting the Authentication With VidyoPortal
checkbox enables agent authentication using LDAP, assuming VidyoPortal has been
configured to use LDAP.
The Password and Confirm Password fields do not display when the Authentication With
VidyoPortal checkbox is selected.
9. Enter a password in the Password field that the agent will use to log in to their dashboard.
When selecting a new password, follow these guidelines:
 The password should contain a minimum of eight characters
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3. Configuring Settings as the Tenant Admin
 The password should contain at least one uppercase alphabetic character
 The password should contain at least one lowercase alphabetic character
 The password should contain at least one numeric character
 The password should contain at least one special character
10. Re-enter the password in the Confirm Password field.
11. Select multiple Skill Set options from the Skill Set field to map the agent to various skillsets
by holding down the Ctrl key on your keyboard and pointing with your cursor.
This mapping will be used for routing interactions to agents based on specific skills.
12. Click the Save button to add the agent to the tenant.
Editing Existing Agents
To edit an existing Agent:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click
in the Action column for the appropriate agent that needs to be edited.
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3. Configuring Settings as the Tenant Admin
The Update Agent pop-up appears.
3. Edit the appropriate fields as necessary.
4. Click the Save button to save all changes.
Deleting Existing Agents
To delete an existing agent:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
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3. Configuring Settings as the Tenant Admin
2. Click
in the Action column for the appropriate agent that needs to be deleted.
A confirmation pop-up appears.
3. Click the Ok button.
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3. Configuring Settings as the Tenant Admin
Managing Terms and Conditions
The TERMS AND CONDITIONS page displays all the terms and conditions configured in the
system specific to your organization that you want your customers to know about and adhere to
while interacting with your agents on a regular basis. If there are more than 10 terms and
conditions in the system, terms and conditions can be searched using the Manage Terms &
Conditions search field or by clicking the red arrow at the bottom of the TERMS AND CONDITIONS
page to browse for terms and conditions. Only 10 rows will display per page.
Adding Terms and Conditions
To add terms and conditions:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the TERMS AND CONDITIONS tab.
3. Click
to add new terms and conditions.
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3. Configuring Settings as the Tenant Admin
The Add Terms and Conditions pop-up appears.
4. Select the appropriate language from the Language drop-down.
5. Enter your terms and conditions in the Terms and Conditions text box.
6. Enter a value in the Priority field, which is used to display the list of videos in a sequence.
7. Click the Save button to save all changes.
Editing Existing Terms and Conditions
To edit existing terms and conditions:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the TERMS AND CONDITIONS tab.
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3. Configuring Settings as the Tenant Admin
3. Click
edited.
in the Action column for the appropriate terms and conditions that needs to be
The Update Terms and Conditions pop-up appears.
4. Edit the appropriate fields as necessary.
5. Click the Save button to save all changes.
Deleting Existing Terms and Conditions
To delete existing terms and conditions:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the TERMS AND CONDITIONS tab.
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3. Configuring Settings as the Tenant Admin
3. Click
in the Action column for the appropriate terms and conditions that needs to be
deleted.
A confirmation pop-up appears.
4. Click the Ok button.
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3. Configuring Settings as the Tenant Admin
Managing Streaming Videos
The STREAMING VIDEO page displays all the streaming videos configured in the system.
Customers will be able to view these videos while waiting for an agent to answer their call, so
choose videos that promote your organization’s branding. If there are more than 10 streaming
videos in the system, streaming videos can be searched using the Manage Streaming Video
search field or by clicking the red arrow at the bottom of the STREAMING VIDEO page to browse
for streaming videos. Only 10 rows will display per page.
Adding New Streaming Videos
To add new streaming videos:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the STREAMING VIDEO tab.
3. Click
to add a new streaming video.
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3. Configuring Settings as the Tenant Admin
The Add Streaming Video pop-up appears.
4. Enter a unique name or description identifying the streaming video in the Description field.
The Use external link checkbox appears if the Super Admin has enabled this feature from
the VidyoEnage Super Admin UI. When selected, it allows you to add an external MP4 file
link instead of manually uploading the file to the server.
5. Do one of the following to add the streaming video file:
 Select the Use External Link checkbox and enter the link in the Streaming Video text
box.
 Click the Browse button to locate and select the appropriate .mp4 video file.
Note
MP4 files are currently supported since the clients are using the default HTML5 player that
comes with the browser and mobile clients.
6. Enter the length of the streaming video in the Duration field.
Caution
The length of the streaming video is currently passed to the browser and mobile clients
without validating with the actual length of the uploaded video file. Please try to enter an
accurate value in this field.
7. Enter a value in the Priority field, which is used to display the list of videos in a sequence.
8. Click the Save button to add the streaming video to the tenant.
Editing Existing Streaming Videos
To edit existing streaming videos:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
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3. Configuring Settings as the Tenant Admin
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the STREAMING VIDEO tab.
3. Click
in the Action column for the appropriate streaming video that needs to be edited.
The Update Streaming Video pop-up appears.
4. Edit the appropriate fields as necessary.
5. Click the Save button to save all changes.
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3. Configuring Settings as the Tenant Admin
Deleting Existing Streaming Videos
To delete existing streaming videos:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the STREAMING VIDEO tab.
3. Click
in the Action column for the appropriate streaming video that needs to be deleted.
A confirmation pop-up appears.
4. Click the Ok button.
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3. Configuring Settings as the Tenant Admin
Managing Background Images
The BACKGROUND IMAGE page displays all the background images configured in the system.
Customers will see these background images, so choose images that promote your organization’s
branding. If there are more than 10 background images in the system, background images can be
searched using the Manage Background Image search field or by clicking the red arrow at the
bottom of the BACKGROUND IMAGE page to browse for streaming videos. Only 10 rows will
display per page.
Adding New Background Images
To add a new Background Image:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the BACKGROUND IMAGE tab.
3. Click
to add a new background image.
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3. Configuring Settings as the Tenant Admin
The Add Background Image pop-up appears.
4. Select one of the following platform options from the Platform Type drop-down.
 Phone
 Tablet
 BrowserDesktop
 Kiosk
The Use external link checkbox appears if the Super Admin has enabled this feature from
the VidyoEngage Super Admin UI. When selected, it allows you to add an external JPEG,
JPG, GIF, or PNG file link instead of manually uploading the file to the server.
5. Do one of the following to add the background image file:
 Select the Use External Link checkbox and enter the link in the Background Image text
box.
 Click the Browse button to locate and select the appropriate image file.
Note
JPEG, JPG, GIF, and PNG files are currently supported.
6. Enter a value in the Priority field, which is used to display the list of background images in a
sequence.
7. Click the Save button to add the background image to the tenant.
Editing Existing Background Images
To edit an existing Background Image:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
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3. Configuring Settings as the Tenant Admin
2. Click the BACKGROUND IMAGE tab.
3. Click
edited.
in the Action column for the appropriate background image that needs to be
The Update Background Image pop-up appears.
4. Edit the appropriate fields as necessary.
5. Click the Save button to save all changes.
Deleting Existing Background Images
To delete an existing Background Image:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the BACKGROUND IMAGE tab.
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3. Configuring Settings as the Tenant Admin
3. Click
in the Action column for the appropriate background image that needs to be
deleted.
A confirmation pop-up appears.
4. Click the Ok button.
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3. Configuring Settings as the Tenant Admin
Managing Surveys
The SURVEY page displays all the survey questions configured in the system. If there are more
than 10 survey questions in the system, survey questions can be searched using the Manage
Surveys search field or by clicking the red arrow at the bottom of the SURVEY page to browse for
survey questions. Only 10 rows will display per page.
Adding New Survey Questions
To add new survey questions:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the SURVEY tab.
3. Click
to add a new survey question.
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3. Configuring Settings as the Tenant Admin
The Add Question pop-up appears.
4. Select the appropriate language from the Language drop-down.
5. Enter a new question in the Question field.
Note
The question must end with a question mark.
6. Enter a value in the Scale field to define the highest value in the scale, such as 3 out of 5,
that will be used for survey questions that require responses from customers using
browsers and mobile clients.
7. Click the Save button to add the question.
Editing Existing Survey Questions
To edit existing survey questions:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Click the SURVEY tab.
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3. Configuring Settings as the Tenant Admin
3. Click
in the Action column for the appropriate survey question that needs to be edited.
The Update Question pop-up appears.
4. Edit the appropriate fields as necessary.
5. Click the Save button to save all changes.
Deleting Existing Survey Questions
To delete an existing Survey Question:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
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3. Configuring Settings as the Tenant Admin
2. Click the SURVEY tab.
3. Click
in the Action column for the appropriate survey question that needs to be deleted.
A confirmation pop-up appears.
4. Click the Ok button.
Managing Profile Behavior Configurations
Profile behavior configurations can be enabled or disabled for both the agent and customer.
Configuring the Customer’s Profile Behavior
To configure the customer’s profile behavior:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
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3. Configuring Settings as the Tenant Admin
2. Navigate to PROFILE > CUSTOMER.
3. Select any of the following checkboxes:
Name of checkbox
Description
Mute Camera on Join
Select this checkbox if you want to mute the
customer’s camera when they join a conference.
Mute Microphone on Join
Select this checkbox if you want to mute the
customer’s microphone when they join a
conference.
Mute Speaker on Join
Select this checkbox if you want to mute the
customer’s speaker when they join a conference.
Show Sharing
Select this checkbox if you want the sharing
application option to display during the customer’s
conferences.
Show Preview
Select this checkbox if you want the preview option
to display during the customer’s conferences.
Show Terms and Conditions
Select this checkbox if you want the the terms and
conditions to be provided to the customer before
the customer joins the conference, which is
configured in the Managing Terms and Conditions
section.
Show Streaming
Select this checkbox if you want the custom
streaming video that is configured in the Managing
Streaming Videos section to be shown while the
customer is waiting for an agent.
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3. Configuring Settings as the Tenant Admin
Name of checkbox
Description
Show Survey
Select this checkbox if you want the survey
questions that are configured in the Managing
Surveys section to display at the end of the
customer call.
Show Skill List
Select this checkbox if you want the customer to
be able to route an adhoc call based on the list of
configured skillsets.
Show Background Image
Select this checkbox if you want background
images to display for customers while they wait for
an agent to pick up their interaction.
Show PreCall Test
Select this checkbox if you want the customer to
see his camera preview before joining the call with
an agent.
Configuring the Agent’s Profile Behavior
To configure the agent’s profile behavior:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Navigate to PROFILE > AGENT.
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3. Configuring Settings as the Tenant Admin
3. Select any of the following checkboxes:
Name of checkbox
Description
Mute Camera on Join
Select this checkbox if you want to mute the
agent’s camera when they join a conference.
Mute Microphone on Join
Select this checkbox if you want to mute the
agent’s microphone when they join a conference.
Mute Speaker on Join
Select this checkbox if you want to mute the
agent’s speaker when they join a conference.
Show Sharing App
Select this checkbox if you want to give the agent
the ability to share applications running on their
desktop during conferences.
Show Sharing Desktop
Select this checkbox if you want to give the agent
the ability to share their entire desktop during
conferences.
Show Preview
Select this checkbox if you want to give the agent
the preview option during conferences.
Show Interaction Notes
Select this checkbox if you want to give the agent
the option to take notes during conferences.
Recording
Select this checkbox if you want to give the agent
the option to record conferences.
Managing System Settings
You can do the following from the System Settings menu:
 Upload custom logos that are specific to your company’s branding
 Reset API token for both the agent and customer apps
 Enable and disable VidyoReplay™ and/or the Verint® Recorder
 Manage configurations for DocuSign® and Email/SMS notifications
 Export interactions for recordkeeping
Uploading Logos
To upload logos:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
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3. Configuring Settings as the Tenant Admin
The AGENT page appears by default.
2. Navigate to SYSTEM SETTINGS > UPLOAD LOGO.
The Upload Logo page appears.
3. Click Browse to locate and select the appropriate image file.
Note
JPEG, JPG, .GIF, and PNG files are currently supported.
4. Click the Upload button to upload the file.
Resetting API Tokens
The customer or the agent application uses API tokens to authenticate each of the RESTful APIs
that are invokened. If enabled, an incorrect or missing API token in the RESTful APIs will be
rejected.
To reset API tokens:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Navigate to SYSTEM SETTINGS > API-TOKEN.
3. Select the API-Token Authentication checkbox to enable the API token.
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3. Configuring Settings as the Tenant Admin
Caution
The API token should always be enabled via the production deployment.
A confirmation pop-up appears.
4. Click the Ok button.
5. Click the Reset Token button to reset the token.
RESTful APIs with older tokens will be rejected.
Configuring Recording Control
You can disable or enable the recording option so that agents can use VidyoReplay to record their
daily trainings and the Verint Recorder to record calls for legal compliance.
To configure recording control:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Navigate to SYSTEM SETTINGS > RECORDING CONTROL.
3. Leave the No Recorder checkbox selected if you want to disable the agent’s ability to
record their interactions with customers.
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3. Configuring Settings as the Tenant Admin
If you deselect the No Recorder checkbox, the VidyoReplay Recorder and Verint Recorder
options display.
4. Leave the VidyoReplay Recorder and Verint Recorder checkboxes selected if you want to
enable dual recording.
Otherwise, select only one of the checkboxes depending on the option that better suits
your needs and select the corresponding recording options. For additional information, see
Appendix A. Recording Configurations.
Note
The VidyoReplay Recorder and Verint Recorder start as soon as the agent joins the
conference. If either of these recorders is enabled and an issue occurs with the recording,
the call is disconnected.
Configuring Integrations
You can configure the following integrations from the INTEGRATIONS submenu:
 DocuSign: This gives your agents the ability to easily share documents with customers so that
they can review and provide an electronic signature during the video call.
 Email and SMS Notifications: This gives you the ability to notify your agents via email and SMS
regarding current calls that are placed in the multi-queue per skill routing.
Configuring Your DocuSign Settings
You will need to sign up for a DocuSign account prior to configuring the settings on the DocuSign
tab. To sign up for a DocuSign account, navigate to https://go.docusign.com/o/trial/?tgr=comtrial-Header.
To configure your DocuSign settings:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
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3. Configuring Settings as the Tenant Admin
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Navigate to SYSTEM SETTINGS > INTEGRATIONS.
The DocuSign tab is selected by default.
3. Click
in the Action column per field and enter a configuration name and value for the
following fields.
Click the Save button after entering the confirguration name and value per field.
 Username
 Password
 IntegratorKey
 BaseURL
Configuring Email Notifications
To configure email notifications:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Navigate to SYSTEM SETTINGS > INTEGRATIONS.
The DocuSign tab is selected by default.
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3. Configuring Settings as the Tenant Admin
3. Click the Email Notifications tab.
4. Click
in the Action column per field and enter a configuration name and value for the
following fields:
Click the Save button after entering the confirguration name and value per field.
 STMP Hostname
 SMTP Port
 TLS
 SMTP username
5. Enter an email address in the To Email Address text box to test that the notifcation is sent
appropriately.
6. Click the Test button.
Configuring SMS Notifications
SMS notifications can be configured via Twilio™ or Nexmo®. You will need to sign up for a Twilio
or Nexmo account prior to configuring the settings on the SMS Notifications tab.
 To sign up for a Twilio account, navigate to https://www.twilio.com/try-twilio.
 To sign up for a Nexmo account, navigate to https://dashboard.nexmo.com/sign-up.
Configuring SMS Notifications via Twilio
To configure SMS notifications via Twilio:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
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3. Configuring Settings as the Tenant Admin
2. Navigate to SYSTEM SETTINGS > INTEGRATIONS.
The DocuSign tab is selected by default.
3. Click the SMS Notifications tab.
The Twilio radio button is selected by default.
4. Click
in the Action column per field and enter a configuration name and value for the
following fields based on your Twilio account settings:
Click the Save button after entering the confirguration name and value per field.
 Twilio accountSid
 Twilio authToken
 Twilio FromNumber
 Twilio Body
5. Enter an email address in the Send to Mobile Number text box to test that the notifcation is
sent appropriately.
6. Click the Test button.
Configuring SMS Notifications via Nexmo
To configure SMS notifications via Nexmo:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
2. Navigate to SYSTEM SETTINGS > INTEGRATIONS.
The DocuSign tab is selected by default.
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3. Configuring Settings as the Tenant Admin
3. Click the SMS Notifications tab.
The Twilio radio button is selected by default.
4. Click the Nexmo radio button.
A confirmation pop-up appears.
5. Click the Ok button.
Another confirmation pop-up appears confirming that the Nexmo radio button has been
successfully selected.
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3. Configuring Settings as the Tenant Admin
6. Click the Ok button.
7. Click
in the Action column per field and enter a configuration name and value for the
following fields based on your Nexmo account settings:
Click the Save button after entering the confirguration name and value per field.
 Nexmo api_key
 Nexmo api_secret
 Nexmo FromNumber
 Nexmo Body
8. Enter an email address in the Send to Mobile Number text box to test that the notifcation is
sent appropriately.
9. Click the Test button.
Exporting Interactions
To export interactions:
1. Log in to the VidyoEngage Tenant Admin UI using your Tenant Admin account.
For more information, see Logging in to the Tenant Admin Portal.
The AGENT page appears by default.
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3. Configuring Settings as the Tenant Admin
2. Navigate to SYSTEM SETTINGS > EXPORT INTERACTION.
3. Select a Start Date and End Date.
4. Click the Export Tenant Interactions button.
A CSV file is exported in Excel, which contains details regarding all of the interactions for
this tenant. For additional information, see Appendix B. Export Interaction History.
42
4. Testing Browser and Mobile Clients for
Customers
The VidyoEngage solution comes with pre-built browser and mobile test clients hosted on the
VidyoEngage server itself. This chapter discusses how Tenant Admins can test the customer
journey for customers that will be using a web browser or mobile device to access VidyoEngage.
Note
The fonts, colors, and images that you see below may be different in your instance
depending upon the customizations that you have made in your system to reflect your
company’s branding.
Testing Browser Clients for Customers Accessing
VidyoEngage
VidyoEngage is compatible with the following browser clients:
 Chrome
 WebRTC
 VidyoWeb™ for Chrome™ Extension
 Firefox
 WebRTC
 VidyoWeb Plugin
 Internet Explorer®
 VidyoWeb Plugin
 Safari
 VidyoWeb Plugin
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5. Testing Browser Clients for Agents
Accessing the Landing Page
The landing page of the browser test client is hosted at http://[IP or FQDN
address]/InteractionTest. Tenant Admins can configure the background image for the
landing page from their VidyoEngage Tenant Admin Ul. For more information, see Managing
Background Images.
Configuring Settings
To configure settings:
1. Click
at the top of the landing page to access the Settings page.
The Settings page appears.
2. Enter the IP address of the FQDN address of the VidyoEngage server in the Server URL
field.
3. Enter the associated API key in the API Key field if necessary.
4. Select the appropriate tenant from the Tenant Instance drop-down.
If there is more than one tenant hosted on the VidyoEngage server, the drop down displays
all configured tenants.
5. Select the appropriate plugin from the Plugin Type drop-down to use for the Vidyo clients.
The options that display here depend upon which browser you are using to access
VidyoEngage.
6. Click the SAVE & CLOSE button to save all configurations.
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5. Testing Browser Clients for Agents
The landing page refreshes and the background image updates based on the tenant
configuration.
Routing Interactions
Clicking on any portion of the landing page causes the Ok Let’s Get Started pop-up to display
where the customer can route the Vidyo interaction in the appropriate manner.
To route interactions:
1. Enter your name in the What is your name? field.
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5. Testing Browser Clients for Agents
2. Click
to move to the next window.
3. Select a topic from the drop-down.
4. Click
to move to the next window.
5. Read the Terms of Service and click the Accept button.
A new window appears.
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5. Testing Browser Clients for Agents
6. Select the appropriate device from the Camera, Microphone, and Speakers drop-downs.
7. Click the Next button.
A new window appears with your current wait time.
8. Click any of the available streaming videos while waiting for the agent’s incoming call.
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5. Testing Browser Clients for Agents
Incoming Calls
When an agent picks up the call from their queue, a new page appears with a timer and then
customer is joined into the call with the agent.
In-Call Settings
A two-way video call is initiated between the customer and agent. Based on the configurations set
by the Tenant Admin in the VidyoEngage Tenant Admin Ul, the following in-call settings may be
enabled or disabled for the customer:
 Camera
 Microphone
 Speaker
 Full Screen
 Preview
 Content Share
For more information, see Configuring the Customer’s Profile Behavior.
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5. Testing Browser Clients for Agents
Viewing and Signing DocuSign Documents
To view and sign DocuSign documents:
1. Click the Docu URL link.
A DocuSign window appears with a confirmation pop-up.
2. Click the Allow button.
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5. Testing Browser Clients for Agents
3. Click the CONTINUE button.
4. Click the START button.
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5. Testing Browser Clients for Agents
5. Click the SIGN button until all signatures are adopted.
6. Click the FINISH button.
A notification is sent to the agent’s email informing them that you have reviewed and
signed the document successfully.
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5. Testing Browser Clients for Agents
Submitting Survey Responses
A survey may be provided to the customer after the call ends depending upon whether a survey is
configured by the Tenant Admin via the VidyoEngage Tenant Admin Ul. For more information, see
Managing Surveys.
After the customer submits the survey, a pop-up appears with a Thank You message.
Testing Mobile Clients for Customers Accessing
VidyoEngage
VidyoEngage is compatible with the following mobile clients:
 iOS
 iPhone®
 iPad®
 Android™
 Phone
 Tablet
Accessing the Landing Page
Tenant Admins can configure a background image for the landing page from their VidyoEngage
Tenant Admin Ul. For more information, see Managing Background Images
Click CONTINUE to proceed to the Select Portal screen to configure the necessary settings.
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5. Testing Browser Clients for Agents
Configuring Settings
To configure settings:
1. Enter the IP address of the FQDN address of the VidyoEngage server in the Portal field.
2. Select the appropriate tenant from the Tenant drop-down.
If there is more than one tenant hosted on the VidyoEngage server, the drop down displays
all configured tenants.
3. Click the NEXT button to proceed to the next screen.
Routing Interactions
To route interactions, the customer needs to do the following:
1. Enter your name in the text box field.
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5. Testing Browser Clients for Agents
2. Click
to move to the next window.
A list of topics appears.
3. Select a topic.
4. Click
to move to the next window.
5. Scroll down and read the terms of service.
6. Click the Accept button.
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5. Testing Browser Clients for Agents
A new window appears.
7. Select the appropriate device from the Camera, Microphone, and Speakers drop-downs.
8. Click the Next button.
A new window appears with your current wait time.
9. Click the streaming video while waiting for the agent’s incoming call.
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5. Testing Browser Clients for Agents
Incoming Calls
When an agent picks up the call from their queue, a new page appears with a timer and then
customer is joined into the call with the agent.
In-Call Settings
If the customer accepts the call, a two-way video call is initiated
between the customer and agent. Based on the configurations set
by the Tenant Admin in their VidyoEngage Tenant Admin Ul, the
following in-call settings may be enabled or disabled for the
customer:
 Camera
 Microphone
 Speaker
 Full Screen
 Preview
 Content Share
For more information, see Configuring the Customer’s Profile Behavior.
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5. Testing Browser Clients for Agents
Viewing and Signing DocuSign Documents
To view and sign DocuSign documents:
1. Click the Docu URL link.
A DocuSign window appears with a confirmation pop-up.
2. Click the Allow button.
3. Click the CONTINUE button.
4. Click the START button.
5. Click the NEXT button until all signatures are adopted.
6. Click the FINISH button.
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5. Testing Browser Clients for Agents
A notification is sent to the agent’s email informing them that you have reviewed and
signed the document successfully.
Submitting Survey Responses
A survey may be provided to the customer after the call ends depending upon whether a survey is
configured by the Tenant Admin via the VidyoEngage Tenant Admin Ul. For more information, see
Managing Surveys.
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5. Testing Browser Clients for Agents
The VidyoEngage solution comes with pre-built browser test clients hosted on the VidyoEngage
server itself. This chapter discusses the agent flow that Tenant Admins can test for agents who use
a browser to access VidyoEngage.
VidyoEngage is compatible with the following browser clients:
 Chrome
 WebRTC
 VidyoWeb for Chrome Extension
 Firefox
 WebRTC
 VidyoWeb Plugin
 Internet Explorer
 VidyoWeb Plugin
 Safari
 VidyoWeb Plugin
Accessing the Landing Page
The landing page of the browser test agent client is hosted at http://[IP or FQDN
address]/AgentTest.
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5. Testing Browser Clients for Agents
Configuring Settings
To configure settings:
1. Click
at the top of the landing page to access the Settings screen.
2. Enter the IP address of the FQDN address of the VidyoEngage server in the Server URL
field.
3. Enter the asociated API Key in the API Key field.
4. Select the appropriate tenant from the Tenant Instance drop-down.
If there is more than one tenant hosted on the VidyoEngage server, the drop down displays
all configured tenants.
5. Select the appropriate plugins from the Plugin Type drop-down to use for the Vidyo clients.
The options that display here depend upon which browser you are using to access
VidyoEngage.
6. Click the SAVE & CLOSE button to save all configurations.
The landing page refreshes and the background image updates based on the tenant
configuration.
Logging in to the Agent Dashboard
Agents can log in to the agent dashboard with their agent credentials that the Tenant Admin has
created in the VidyoEngage Admin UI.
To log in to the dashboard, enter the following information:
 Your username in the Username field.
 Your password in the Password field.
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5. Testing Browser Clients for Agents
If the option to authenticate using LDAP is enabled by the Tenant Admin, then the
username/password entered must match the agent’s LDAP credetails configured in
VidyoPortal.
Manging the Agent Dashboard
Agents can do the following from the dashboard:
 Change their availability status
 View profile behavior configurations
 View incoming calls from the online queue
 Schedule meetings
Changing the Availability Status
Agents can change their availability status to either Online or Not Available by clicking
upper right of the dashboard.
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in the
5. Testing Browser Clients for Agents
Viewing Profile Behavior Configurations
Agents can click
in the upper right of the dashboard to view the profile behavior
configurations that the Tenant Admin has set for both agents and customers in the VidyoEngage
Tenant Admin UI. For more information, see Configuring the Agent’s Profile Behavior and
Configuring the Customer’s Profile Behavior.
Viewing Incoming Calls from the Online Queue
The Online tab contains incoming calls that customers have routed to the agent. The agent can
pick up calls from the Online tab by clicking
can click
. After joining the call with the customer, agents
to disconnect from the call at any time if necessary.
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5. Testing Browser Clients for Agents
Note
The agent’s status must be “online” in order for the call to appear in the online queue.
In-Call Settings
If the agent picks up the call, a two-way video call is initiated between the agent and customer.
Based on the configurations set by the Tenant Admin via the VidyoEngage Tenant Admin Ul, the
following in-call settings may be enabled or disabled for the agent:
 Camera
 Microphone
 Speaker
 Full Screen
 Preview
 Content Share
For more information, see Configuring the Agent’s Profile Behavior.
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5. Testing Browser Clients for Agents
Using the DocuSign Integration to Send Documents to the Customer
For additional information about how to configure your DocuSign settings, see Configuring Your
DocuSign Settings.
To use the DocuSign integration to send documents to the customer:
1. Click the DOCUSIGN button.
A text box displays.
2. Copy and paste the link to the document from DocuSign into the text box.
3. Click the SEND button.
A message displays stating that the Docusign notification has been sent successfully to
the customer.
Inviting an Agent to the Call
To invite an agent to the call:
1. Click the INVITE AN AGENT button.
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5. Testing Browser Clients for Agents
The CONFERENCE LINK pop-up appears.
2. Copy the link from the CONFERENCE LINK pop-up and send it to the agent so that they
can join the call.
Transferring the Call to a Different Agent
To transfer the call to a different agent, select a skill from the Transfer Call drop-down. The call with
the current customer disconnects and the call is re-routed to another agent.
Scheduling Meetings
The agent can click on the Scheduled tab to create a meeting with a specific customer.
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5. Testing Browser Clients for Agents
To schedule meetings:
1. Enter or select the following information:
 Customer Name
 Select one of the following radio buttons to indicate how the call should be routed:
 Agent – assigned to your online queue
 Skill – assigned to you only if the nescessary skill is associated to your profile by
the Tenant Admin in the VidyoEngage Tenant Admin UI.
 Date
 Hour
 Mintutes
 Duration
 Additional Details
2. Click the SUBMIT button.
A pop-up appears with a link to the scheduled session.
The agent can use external email clients, such as Outlook and Gmail, to send this link to
the customer.
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Appendix A. Recording Configurations
VidyoEngage provides the option to record all interactions between a customer and an agent. This
chapter describes the recording features and the overall architecture when external components
are being used to record the interactions.
The recording configuration is applicable per tenant. Changes for one tenant will not affect the
recording configuration for other tenants. The following recording options are available:
 No Recorder
 VidyoReplay Recorder
 Verint Recorder
No Recorder
If the No Recorder option is selected, the recording is disabled. No audio and/or video is recorded
for any interaction for this tenant.
VidyoReplay™ Recorder Option
VidyoReplay is a recording solution that records audio, video, and content sharing, which is part of
the VidyoConferencing™ solution.
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5. Testing Browser Clients for Agents
Key VidyoReplay Recording Features
You can perform the following tasks with VidyoReplay:
 Initiate and control the recording
 Download and edit .mp4 recordings with standard video editing tools such as Player and
Library
VidyoReplay also provides the following key features:
 Recording layout options that include video/audio with or without content sharing, or audio with
content sharing
 Simple and searchable browser-based content management
 Familiar browser-based views of recorded conferences - no dedicated client required
Typical Deployment Diagram with VidyoEngage Integrated with VidyoReplay
Note
If the recording fails during initiation of mid-call, the interaction between the customer and
agent is terminated.
VidyoEngage VidyoReplay Recorder Options
The VidyoReplay Prefix is a list of drop down options that are configured in the VidyoReplay. These
options dictate the recording layouts options. It provides flexibility so that you can choose the
resolution of the video recording and the option to record video/audio with or without content
sharing, or audio with content sharing.
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5. Testing Browser Clients for Agents
Verint Recorder Option
The Verint Recorder option is an enterprise recording and archiving solution designed to meet the
needs of today’s call centers, contact centers, and customer interaction centers. Refer to
http://www.verint.com/solutions/customer-engagement-optimization/enterprise-workforceoptimization/products/recording/verint-call-recording for additional information.
The following deployment diagram shows how the Verint Call Recording server is deployed relative
to the Vidyo Infrastrcture components.
Typical Deployment Diagram with VidyoEngage Integrated with the Verint Recorder
Note
If the recording fails during initiation of mid-call, the interaction between the customer and
agent is terminated.
VidyoEngage Verint Call Recording Recorder Option
We offer the following Verint recording options:
 Audio ONLY recording is currently supported.
 High Availability option: Two active recording channels can be configured at the same time. If
both are configured, VidyoEngage sends two audio calls to be recorded via the Verint Call
Recording server simultaneously. If either of them fail, then the interaction between the
customer and the agent is terminated.
 Verint URL 1: This is the first instance of the Verint Recorder. VidyoEngage makes a SIP
outbound call (via VidyoGateway) toward this Verint URL with the following SIP headers:
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5. Testing Browser Clients for Agents
 SIP To Header
 Formar: sip:[VidyoGatewayPrefix1][InteractionID]@[VerintURL1]
♦ InteractionID is a unique NUMERIC only identifier that represents the interaction, which
is being recorded between the customer and the agent.
 VidyoGatewayPrefix 1: Identified uniquely as an outbound SIP, audio-only call.
 Verint URL 2: If high availability is needed, then this instance must be configured. If configured,
two active SIP audio recording calls are invoked towards the Verint Server.
 VidyoGatewayPrefix 2: Identified uniquely as the second instance of the outbound SIP, audioonly call.
Vidyo-Verint Deployment Details
We have experience in the field with the following Verint details:
 Verint will use the Generic SIPREC Adapter for the connection.
 The SIPRec Device Type will be set to “Generic”.
 The Redundancy Type will be set to “Recording”.
 The SIP Protocol will be set to “SIP over TCP”.
 Vidyo must provide the primary and secondary’s IP addresses for Verint to connect.
 The SIP port that we use is 5142.
 Vidyo follows these basic SIP Protocols:
 The SIP Packet size must be below 1480 bytes to avoid fragmentation (even it is in TCP).
 The “To” and “From” must indicate the extension number.
 URI may be needed. Therefore, the SIP header of the URI must also indicate the extension
number.
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Appendix B. Export Interaction History
VidyoEngage provides the capability to capture and export the details of all interactions between a
customer and an agent. This chapter provides details about the Export Interaction History feature,
which is available per tenant.
Tenant Admins have the ability to export a Microsoft® Excel file that captures all interaction details
similar to the screenshot shown here:
The following details are provided in the Excel file:
 Interaction Id
 Every time an end user (customer) initiates an interaction to talk to an agent, an interaction
record is created and this field uniquely identifies that interaction.
 The Interaction Id format is numeric.
 Interaction Date
 This field captures the start time for the interaction. The time stamp is recorded as a new
interaction request from an end user (customer) that reaches the server.
 The Interaction Date format is as follows:
♦ “MM-DD-YYY HH:MM AM/PM” e.g. “1/17/2017 2:43 PM”
♦ MM/DD/YYYY represents the Month/Day/Year
♦ HH:MM represents the Hour:Minute
 User Name
 This field captures the name of the end user (customer) that was sent as part of the new
interaction request.
 The User Name format is Alpha Numeric with a maximum length of 512 characters.
 Recording Started
 This field provides the status of whether a recording was enabled or disabled for this
interaction.
 The Recording Started format is Boolean (TRUE/FALSE).
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Appendix B. Export Interaction History
 Exit Status
 This field captures if the Interaction was abandoned or if an agent picked up the call and
successfully completed the call. If the value is FALSE, then the call was abandoned or not
gracefully disconnected by the end user (customer). Refer to the End/Abandoned Time to
see the time the end user abandoned the interaction. If the value is TRUE, then the end
user successfully completed the call. Refer to the End/Abandoned Time to see the time the
interaction ended.
 The Exit Status format is Boolean (TRUE/FALSE).
 Customer Id
 This field is optional. Application developers can pass customized information about the
end user (customer) as part of the interaction request and this detail will be saved in the
interaction history.
 The Customer Id format is Alpha Numeric with a maximum length of 512 characters.
 Picked Status
 This field captures if an agent picked up the call. If the value is FALSE, then the call was
never picked up. If the value is TRUE, then an agent picked up the call. Refer to the Pickup
Time to see the time the interaction was picked up by the agent.
 The Picked Status format is Boolean (TRUE/FALSE).
 Pickup Time
 This field captures the date/time details when the agent picked up this interaction.
 The Interaction Date format is as follows:
♦ “MM-DD-YYY HH:MM AM/PM” e.g. “1/17/2017 2:43 PM”
♦ MM/DD/YYYY represents the Month/Day/Year
♦ HH:MM represents the Hour:Minute
 Room Link
 This field captures the specific VidyoPortal virtual room where the video interaction took
place.
 The Room Link format is URL.
 Tenant Id
 This field captures the Tenant Instance Id where the interaction took place.
 The Tenant Id format is numeric.
 Agent Code
 This field captures the username of the agent that picked up the interaction.
 The Agent Code format is Alpha Numeric with a maximum length of 512 characters.
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Appendix B. Export Interaction History
 Room Id
 This field captures the specific VidyoPortal room extension number where the video
interaction took place.
 The Room Link format is numeric.
 End/Abandoned Time
 This field captures the date/time details when the call was gracefully disconnected or
abandoned by the customer.
 The End/Abandoned Time format is as follows:
♦ “MM-DD-YYY HH:MM AM/PM” e.g. “1/17/2017 2:43 PM”
♦ MM/DD/YYYY represents the Month/Day/Year
♦ HH:MM represents the Hour:Minute
 Skill Sets
 This field captures the routing skill/category that was used to route the call.
 The Skill Sets format is Alpha Numeric with a maximum length of 512 characters.
 Call Type
 This field captures the type of call (i.e. Scheduled or Adhoc).
 The Call Type format is as follows:
♦ “Normal” that would mean it was an adhoc call
♦ “Schedule” that would mean this was a pre-scheduled call
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