Activate Connect Support

You can activate the Connect Support plugin (com.glide.connect.support) if you have the admin role. This plugin includes demo data.

Before you begin

Role required: Admin

If you are currently using the legacy chat feature to provide help desk support, close any open help desk chats before activating Connect Support. Legacy chat and Connect Support should not be used concurrently. When you activate Connect Support, the system automatically sets the state of all Chat Queue Entry [chat_queue_entry] records to Closed Complete. This ends any open help desk chats. For more information, see Legacy chat to Connect Support migration.

Procedure

  1. Navigate to System Definition > Plugins.
  2. Find and click the plugin name.
  3. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link.

    If the plugin depends on other plugins, these plugins are listed along with their activation status.

    If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin.

  4. (Optional) If available, select the Load demo data check box.

    Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance.

    You can also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form.

  5. Click Activate.

Installed with Connect Support

Several types of components are installed with Connect Support.

Note: Connect Support also utilizes many of the components installed with Connect Chat.

Tables installed with Connect Support

Connect Support adds the following tables for system use.
Name Description
Chat Queue Entry Transfer [chat_queue_entry_transfer] Stores a record each time an agent transfers a support conversation to another agent.

Properties installed with Connect Support

Connect Support adds the following system properties.

Name Description
connect.support.conversation_limit Determines how many support conversations an individual agent can have at one time. When the value is set to -1, an agent can participate in an unlimited number of conversations.
  • Type: integer
  • Default value: -1
  • Location: Collaborate > Support Administration > Properties
connect.support.idle.delay Determines how many seconds a user must be inactive in a support conversation before an idle countdown timer appears.
  • Type: integer
  • Default value: 120
  • Location: Collaborate > Support Administration > Properties
connect.support.idle.count_down Determines how many seconds the idle countdown timer remains open after it appears. If the idle user does not dismiss the timer before the countdown completes, the system closes the support session.
  • Type: integer
  • Default value: 60
  • Location: Collaborate > Support Administration > Properties
connect.support.show_agent_avatar Determines whether an agent's avatar is shown in a support conversation (enabled). When the property is disabled, users see the agent's name only.
  • Type: true | false
  • Default value: true
  • Location: Collaborate > Support Administration > Properties
connect.support.user.closed.conversation_limit Determines how many closed conversations appear in a user's support conversation history. When the value is set to 0, all previous conversations appear in the history.
  • Type: integer
  • Default value: 0
  • Location: Collaborate > Support Administration > Properties
glide.connect.support.enabled Disables or enables Connect Support. When the property is enabled, the Service Desk Chat button in the Employee Self-Service portal opens the conversation in Connect Support, rather than legacy chat. Additionally, the Support tab appears in the Connect sidebar.
  • Type: true | false
  • Default value: true
  • Location: Collaborate > Support Administration > Properties
glide.connect.support.reflect_system_messages Controls whether Connect Support reflects system messages in records created from a support chat, for example, transfer notices, automated queue messages, etc.
  • Type: true | false
  • Default value: false
  • Location: System Property [sys_properties] table

Business rules installed with Connect Support

Connect Support adds the following business rules.
Business rule Table Description
SNC - Chat Queue Average Wait Time Chat Queue Entry

[chat_queue_entry]

Populates the Average wait time field on the Chat Queue table with a calculated value when a support conversation is accepted. The calculation is based on the last 20 support conversations for the queue.
SNC - Chat Queue Entry Duration Chat Queue Entry

[chat_queue_entry]

Populates the Duration field on the Chat Queue Entry table with a calculated value, based on the amount of time the support conversation was open.
SNC - Reflect Support Record in Q.Entry Live Group Profile

[live_group_profile]

Populates the Document table and Document ID fields on the Chat Queue Entry table when an agent creates an incident from a support conversation.

Additional plugins for Connect Support

Additional plugins are available for Connect Support. These plugins integrate Connect Support with other features and provide capabilities to track performance metrics.

You must have the admin role to activate these additional plugins. For details, see Activate a plugin.

Table 1. Additional plugins for Connect Support
Plugin Description
Connect Support and Service Portal Integration

[com.glide.connect.support.service-portal]

Adds Connect Support components for use in the Service Portal.
Connect Support Manager's Dashboard

[com.glide.connect.managers_dashboard]

Provides a homepage for Connect Support, and all required configuration records. Though the plugin name contains the term dashboard, the plugin does not provide functionality related to Performance Analytics dashboards. Homepages are similar to dashboards, but do not require Performance Analytics roles to view.
Note: The Connect Support Manager's Dashboard plugin does not activate Connect Support automatically. You must activate Connect Support to collect data for the homepage.
Human Resources Application: HR Connect

[com.snc.hr.hr_connect]

Sets up a human resources (HR) chat queue and makes it available on the HR Service Portal.
The Human Resources Application: HR Connect plugin activates these related plugins if they are not already active:
  • Human Resources Application: Core [com.snc.hr.core]: Provides basic HR features.
Performance Analytics - Content Pack - Service Desk Chat

[com.snc.pa.chat]

Provides the Service Desk Chat Monitor dashboard, which analyzes key Connect Support metrics and indicators.
The Performance Analytics - Content Pack - Service Desk Chat plugin activates these related plugins if they are not already active:
  • Connect Support Manager's Dashboard [com.glide.connect.managers_dashboard]: See description in this table.
Performance Analytics - Context Sensitive Analytics for Chat

[com.snc.pa.chat.context_sensitive_analytics]

Provides in-form analytics for Connect Support. These analytics are available as a related link on the Chat Queue Entry [chat_queue_entry] form, and also as the Context Sensitive Analytics - Chat dashboard.
The Performance Analytics - Context Sensitive Analytics for Chat plugin activates these related plugins if they are not already active:
  • Performance Analytics - Content Pack - Service Desk Chat [com.snc.pa.chat]: See description in this table.