A service is the configuration layer where you define the combination of the following CTLive elements:

• Entrypoint

• Widget

• Proactive Rules

• AgentAvailability

• DataCollection

EntryPoints

Entrypoints are the web pages where the widget is supposed to show up. A service is activated checking URL page and metching it with the configured entrypoints.

Service rules property is the list of entrypoints identified by webpage URL. Entrypoint is evaluated as regular expression against with the page URL, that means all the followings are valid expressions:

http://example.com/first/second/third.html

http://example.com/first/second/

http://example.com/\.*/second/third.html

example.com

And they all match the webpage:

http://example.com/first/second/third.html

Widget

The service defines the widget to load using the related id.

Style

You would like to change the style of a widget to fit better in the webpage. To do that, you do not need to change the base widget css, but you can use custom_css field to override only some of the css properties.

Logic

Some widget logics are parametric, and parameters are defined at service layer. It’s possible to find the complete list of service parameters on this page Service Object

AgentAvailability

You can configure that widget will appear into webpage only if an agent is available to accept the request. To do that, at service level, a REST webservice can be configured to be called automatically by CTLive (server-side) to query agent availability.

Parameter to configure is:

checkMediaUrl

E.g.: http://localhost:8080/checkAvailability?queue=helpdesk