Automation

Allows you to create and manage automation The system that allows Agents to automate their work flows by selecting automatons in the AI and passing them on to the chat interface. views and lists.

Note: Individual views and lists are called automatons.

Automatons A data set that allows Agents to pass preformed information to a customer or to utilize a particular work flow. Typically, an Agent selects an automaton in the AI and the data or work flow displays in the chat interface. Examples include targeted offers and surveys. are programmed in XML by the Nuance team. They are managed from the Automation page in Portal.

Automation Views

Views control the graphical presentation (or "look and feel") of the chat interface when automation is used.

Name	The name of the Automation view.
Active	Check this box to activate the automation. Clear the box to disable.
Customer Interface View	This view presents in the customer (or chat) interface.
Agent Interface View	This view presents in the Agent Interface (AI).
XML	XML code that defines the view. Copy your code from an XML editor and paste it here.

Automation Lists

Automation lists (aka automatons A data set that allows Agents to pass preformed information to a customer or to utilize a particular work flow. Typically, an Agent selects an automaton in the AI and the data or work flow displays in the chat interface. Examples include targeted offers and surveys.) contain the logic that the Views execute. The lists cause a series of actions to run within a View.

• Guides are lists that guide a customer through a series of steps to answer questions, select a product or locate a different area of the website.

• Surveys present a list of questions to the customer in the chat interface.

• Targeted Offers proactively push client product information to customers.

• Native is a new automaton type with lots of flexibility.

• Miscellaneous automatons don't fit into any of the other categories.