Editing the Online Chat Workbench

Prerequisites

The agent has permissions on the online chat workbench.

Procedure

1. Sign in to the AICC as a common agent.
2. Open the online chat workbench.
   The online chat workbench can be opened in either of the following ways:

   • Choose Online Chat Workbench.
   • After an agent signs in, the online chat workbench is automatically opened.
   • Click . The page for editing the online chat workbench layout is displayed.

     Table 1 GUI elements on the page for editing the online chat workbench layout

     Parameter	Description
     	Select a card on the online chat workbench. The options are as follows: System application Intelligent Recognition: This card is displayed only when the Intelligent Agent feature is enabled, the Intelligent Recognition and Intelligent Agent Assistant features are enabled on the Tenant Information page, the Intelligent Recognition feature is enabled on the Agent Management page, and the Intelligent Recognition card is added to the Chat Workbench Management page. Agent Assistant: This card is displayed only when the Intelligent Agent feature is enabled, the Intelligent Recognition and Intelligent Agent Assistant features are enabled on the Tenant Information page, the Intelligent Recognition feature is enabled on the Agent Management page, and the Agent Assistant card is added to the Chat Workbench Management page. SmartCare Fault Boundary: This card is displayed only when the SmartCare feature is enabled, the language used by the tenant is within the value range of the system parameter Languages supported by the SmartCare, and the SmartCare Fault Boundary card is added to the Chat Workbench Management page. Customer Center: This card is displayed only when the tenant parameter Display Unified Customer Contact Information is set to Yes and the Customer Center card is added to the Chat Workbench Management page. Case: This card is displayed only when the Case 2.0 feature is enabled and the Case card is added to the Chat Workbench Management page. Customer Case List: This card is displayed only when the Case 2.0 feature is enabled and the Customer Case List card is added to the Chat Workbench Management page. Contact Records: This card is displayed only when the tenant parameter Display Unified Customer Contact Information is set to No and the Contact Records card is added to the Chat Workbench Management page. Session Information: This card is displayed only when the tenant parameter Display Unified Customer Contact Information is set to No and the Session Information card is added to the Chat Workbench Management page. Customer Information: This card is displayed only when the tenant parameter Display Unified Customer Contact Information is set to No and the Customer Information card is added to the Chat Workbench Management page. Integrated application Applications whose Status is Published and Application Location is Online chat workbench on the Configuration Center > Expansion and Integration > Application Integration page.
     Fold All	Collapse all cards on the workbench.
     Unfold All	Expand all cards on the workbench.
     Restore	Restore the layout to that set by the tenant administrator on the Configuration Center > Workbench Configuration > Chat Workbench Management page.
     Organize	Provide the automatic card layout function based on the widget framework capability.
     Cancel	Cancel the editing of the workbench layout.
     Publish	Publish the edited workbench layout.

3. Click and select a card.
4. Click Save.
5. Click Publish.