Configuring Solve for ESC

The solve feature allows administrators to provide quick access to agents to portals or other external resources from the reply pane. This feature is available for the following types of activities:

  • Voice/ CRM/ CallTrack

  • Social

  • Email (both composed and inbound)

  • Chat

  • Task

For composed emails, agents first associate the composed activity with a queue and then go on to use the solve feature configured for that queue. To enable this feature, administrators must configure the department level setting: Allow agents to associate a new outbound activity with a queue.

Solve can be configured to use knowledge bases that have been authored and configured in the same system as the queue.

To configure the Solve button to use a local knowledge base:

  1. From the Navigation menu, browse to Integration > ESC > Solve.

  2. On the Solve page, click the New New button..

  3. On the Properties page, on the General tab, provide the following details:

    • Name: Provide a name.
    • Description: Provide a description for the Solve configuration.
    • Active: From the dropdown, select Yes to activate the Solve configurations.
    • Default: From the dropdown, select Yes to make it a default configuration. This option is not used for ECE.
    • Solve configuration ID: Create and provide a unique ID that identifies the deployment for which this Solve configuration will be used. This ID must be added to the eGain Solve for Cisco Web server once the Solve configuration is saved.
    • Portal: Select the agent portal from the dropdown list. The portal name is appended with the department name. For example, in Sales Queries [Service], Service is the name of the department. This is the portal that agents can access by clicking the Solve tab in the Finesse toolbar when they are not working on activities.
    • Agent Portal URL: The URL is automatically provided upon selecting the agent portal. If necessary, edit the URL to make sure the portal is in HTTPS format and the template used is Silver. For example:  https://ESC_home/system/templates/selfservice/silver/help/agent/locale/en-US/portal/201600000001000.

  4. Click the tabs that represent the channels which you wish to apply to Solve and provide the following information for each channel:

    • Portal: Select the agent portal from the dropdown list. The portal selected here is what agents can use while working on activities of this particular channel.

    • Agent Portal URL: The URL is automatically provided upon selecting the agent portal. If necessary,
      edit the URL to make sure the portal is in HTTPS format and the template used is Silver. For example: https://ESC_home/system/templates/selfservice/silver/help/agent/locale/en-US/portal/201600000001000.

    • Start page: Select the page on which agents arrive in the portal upon pressing the Solve button while working on an activity. Options include Guided Help, Search Results, and Welcome Screen.

      • Guided Help: Takes the agent to the Guided Help section of the portal, The agent can select from the list of case bases. If there is only one case base available to the agent, he is taken directly to the first question of the case base. If the agent does not have the KnowledgeAgent Advanced license, the case bases are not displayed and the agent is taken to the home page of the portal.

      • Search Results: When the agent clicks the Solve button, a search is run using the parameters set in the next field, and the search results page is displayed.

      • Welcome Screen: This takes the agent to the home page of the portal.

    • Guided Help Session Article: If Guided Help is selected as the start page, click the Add Add button button. In the window that appears, navigate through the topic list to locate the desired guided help session article. When you've made your selection, click Okay.

    • Search Parameters: If Search Results is selected as the start page, click the Add Add button button. In the Select Search Parameters window, select from the system-defined search parameters from the dropdown or enter a custom search parameter and then click the Add Add button button to add them to the selected search parameters list. When the Solve button is clicked, a search is run using the text of the search parameters selected, and the search results page is displayed.

    • Analytics Parameters: This field is not currently in use; leave it blank.

    • Add to Reply: From the dropdown list select if you want to send a link of the article to the customer or if you want to send the content of the article.

    • Customer Portal URL: The URL that customers can use to access the portal. The URL is provided upon selecting an Agent portal and can be edited to utilize custom portal templates. This field can be used only if the eGain Solve for Cisco application has the SelfService license installed. To see what licenses are installed, check the License tab in the About window in your eGain Solve for Cisco application.

  5. Click the Save button.

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