Adding Data Usage Link for Checking Agent Availability

Data usage links work with the escalation cluster by checking for agent availability whenever a customer is escalated to a live support agent. You can create a data usage link in the Administration Console. For more information, see the eGain Administrator's Guide to Administration Console.

The host name is needed for the web server you plan to use.

To create a data access link:

  1. From the Navigation menu, browse to Business Rules > Data Adapters > Access Links.

  2. In the List page toolbar, click the New New Button button.

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

    1. Name: Type the name for the web service link.

    2. Description: Type a brief description.

    3. Type: Web Services - RESTful

    4. Method: Get

  4. Go to the Input tab and enter the following information:

    1. URL: https://Web_Server_Name/system/egain/chat/entrypoint/agentAvailability/<%epid%>

    2. Accept: application/json

    3. Content-type: application/x-www-form-urlencoded

  5. Next, go to the Output tab and enter the following information:

    1. Extract or Filter: Extract

    2. Path: /agentAvailability/@available

    3. Internal Field Name: agentAvailable

  6. Click the Save button. 
To create a data usage link:

  1. From the Navigation menu, browse to Business Rules > Data Adapters > Usage Links.

  2. In the List page toolbar, click the New New Button button.

  3. In the Properties pane, on the General tab, enter the following details:

    1. Name: Type the name of the usage link.

    2. Description: Type a brief description.

    3. Macro name: chatAvailability

    4. Macro default value: false

  4. Go to the Data Access Links tab and enter the following information:

    1. Select Check Agent Availability data access link

  5. Go to the Input tab and enter the following information:

    1. Parameter Value: userinput

  6. Next, go to the Output tab and enter the following information:

    1. Data Access Link: Check Agent Availability 

    2. Field Name: agentAvailable

    3. Display Name: agentAvailable

    4. Field Width: 10

  7. Click the Permissions tab and assign the View and Execute permissions to the authors working on the case base. 

  8. Click the Save button.

Related Topics

  1. Creating Action Article for Escalation