Dashboard

Todo List
  • Team Meeting
    10:30 AM
  • HR Annual Training
    3:30 PM
Tickets
My Tickets
16
Team Tickets
348
Work Status
Tasks
50%
Today's Engagements
{{ todaysInteractionsCount }}
Customer Segments
New28%
Returning54%
Priority18%
SLA
On-time
96%
Breached
4%
Service levels this month
Escalation Rate
6%
Of total interactions
Recent Communications
Channel Contact Queue Date Time Disposition Contact Name
{{call.type || call.direction}} {{call.phoneNumber}} {{call.queue}} {{call.dateTime}} {{call.disposition}} {{call.contactName}} -

Communication Logs

Recent Communications

Call Type From To Queue Date / Time Duration Engagement ID Disposition Notes Recording
{{call ? call.type : ''}} {{call ? call.fromNumber : ''}} {{call ? call.toNumber : ''}} {{call ? call.queue : ''}} {{call ? formatCallTimestamp(call.timestamp) : ''}} {{call ? formatCallDuration(call.duration) : ''}} {{call ? call.engagementId : ''}} {{call ? call.dispositionCode : ''}} {{call ? call.notes : ''}} download

ZCC Smart Embed Instructions

This is a demo page for ZCC Smart Embed testing.

Important Notes:

The website developer is responsible for adding Smart Embed into their site. For this demo site, we feature a number of events that the Zoomlly Hues demo site is listening to, and which are added to this demo site. This includes the top part "agent state" and the "Engagement count". These are optional settings, but the website developer of the webpage where Smart Embed is added must add this capability to their site. It requires Javascript coding on the website.

Supported Channels

  • Voice
  • Web Chat
  • Video
  • SMS (V3 only)

Setup

Please see the configuration options in the Settings page on the left side nav bar.

Known Issues:

  • WebRTC Seperate Window mode does not work right with some of the Smart Embed events. Do not use this mode for demos.
  • Sometimes it seems that timestamps are in inconsistent format, if you see this, please screenshot and send to Justin.
  • The zcc-get-variables event is not working in Smart Embed V3. This prevents the 'custom card' from working. Please see ZOOM-994459
Please contact Justin Steinberg with any questions.

Accounts

Active Account Info

Name Email Account Location Orders Contact Actions
{{contact && contact.name ? contact.name : ''}} {{contact && contact.email ? contact.email : ''}} {{contact && contact.account ? contact.account : ''}} {{contact && contact.location ? contact.location : ''}} {{contact && contact.orders ? contact.orders : ''}} {{contact && contact.phone ? contact.phone : ''}}

{{selectedContact ? contacts[selectedContact].name : ''}}

Contact Details

Email: {{selectedContact !== null ? contacts[selectedContact].email : ''}}
Phone: {{selectedContact !== null ? contacts[selectedContact].phone : ''}}
Account: {{selectedContact !== null ? contacts[selectedContact].account : ''}}
Location: {{selectedContact !== null ? contacts[selectedContact].location : ''}}
Orders: {{selectedContact !== null ? contacts[selectedContact].orders : ''}}

{{ customCard.title }}

{{ field.displayName }}: {{ field.value }}

Current Engagements

Engagement ID Channel Direction State Note
{{ id }} {{ engagement.channel }} {{ engagement.engagementDirection }} {{ engagement.state }} -

Communication Logs

Channel Contact Queue Date / Time Disposition Notes Recording
{{call ? call.type : ''}} {{call ? call.fromNumber : ''}} {{call ? call.queue : ''}} {{call ? formatCallTimestamp(call.timestamp) : ''}} {{call ? call.dispositionCode : ''}} {{call ? call.notes : ''}} download

Debug Information

Smart Embed Logs

Direction Payload
{{log ? log.direction : ''}} 
{{log && log.payload ? JSON.stringify(log.payload, null, 2) : ''}}

Smart Embed Dimensions

Height: {{zccSmartEmbedDimensions.heightInPixels}} pixels

Width: {{zccSmartEmbedDimensions.widthInPixels}} pixels

Engagement Cache

Engagement ID Channel Direction State Customer Actions
{{ id }} {{ engagement.channel }} {{ engagement.engagementDirection }} {{ engagement.state }} {{ engagement.customerName }} {{ engagement.customerEmail }} {{ engagement.customerNumber }} N/A

Settings

General

Disposition Code Mapping

In this section, you can configure your Zoom account disposition 'id' to disposition 'name' mappings. This will be used to allow you to set the disposition from a field in the CRM.
Add New Mapping
Existing Mappings
ID Name Actions
{{ mapping.id }} {{ mapping.name }}
The ability for the parent web app to update the disposition requires that the web developer retrieves the dispositionIds via OpenAPI. That is not possible with this demo web app, so you will need to supply the dispositionId from your account if you wish to test this feature. Please note that the disposition must be assigned to the queue for the engaegement for this feature to work.

Status Code Mapping

In this section, you can configure custom "Not Ready" reasons. This settting maps the agent status 'id' to the custom status 'name'. These will appear in the agent status dropdown. This section will automatically update with any Not Ready reason codes that are seen by this web app.
Add New Custom 'Not Ready' Status
Existing Custom 'Not Ready' Statuses
ID Name Actions
{{ mapping.id }} {{ mapping.name }}
System Statuses (Cannot be changed)
  • {{ status.id }}: {{ status.name }}

Custom Card Configuration

In this section, you can configure a card to appear on the Contact Details page. This card can display ZCC custom variable data that is passed from Smart Embed into the CRM.
Add New Field
Existing Fields
Display Name Type Source/Value Actions
{{ field.displayName }} {{ field.type }} {{ field.type === 'variable' ? field.source : field.value }}
The purpose of this card is to display global variable data passed by Smart Embed. For this card to display, the caller's phone number must exist on a Contact. When an inbound call is received from that number, we will screen pop the contact and display this card if the display logic criteria is met.
Smart Embed