To develop a routing engine that routes incoming support requests (chat and audio calls) to the right agent based on agent availability, skills etc.
A web page simulating customer's website where their users can request for support via chat or audio call. A routing engine that routes incoming chat and audio call requests to the right agent based on agent availability, skills etc
Frontend:
npm install
npm start
Backend:
node src/server/server.js
Our website makes use of the Rainbow SDK for its communication services between the user and agent. Our agents are hosted on the rainbow Sandbox platform.
The React.js javascript library is used for the building and rendering of our front-end components. .
Our back-end server is built on the ExpressJS framework.
We utilise MongoDB to store relevant information about our users and agents. It is often referenced during the routing and queuing processes.
The FAQ search bar utilises Elastic as its search engine.
Our database(MongoDB) and search engine(Elastic) are hosted on the Amazon Web Service cloud platform.
Our unit testing, which testes for CRUD operations, is built upon the Jest framework.
This is the navigation bar component which sticks at the top of the page. To add- links to the sections of the webpage.
This is a small section describing what the CPF board is about. To-do: add a link to the cpf board web page.
These 3 components contain radio buttons for their respective categories. Each button uses an icon as a display. When button is clicked, a green border would appear around the icon and the selected value would be reflected in the state.
The user preference form is consolidated in this component. It includes the textfields for name inputs, all the radio buttons, and a submit button. When on click, the submit button would make the respective rainbow api calls and upload user input into database,
Contains a search bar that can be used to search for frequently asked questions that are being stored on a cloud
This section contains the search component.
Here are a few key APIs that we've used:
connection.signin(strLogin, strPassword)
Allows for signing in to the Rainbow sandboxed environment from a Rainbow sandboxed user account that already exists. The Rainbow sandboxed environment will be used to access the Rainbow Cloud Services. This method takes in a string login and string password which are the login credentials created for our user. It returns a promise. This method is used to sign in our users.
contacts.searchById(agentid)
Searches for a contact by his Id on the server. It takes in a string ID which will be our agent ID obtain from our routing algorithm, and returns a promise, which will be our agent object. This method is used to retrieve our selected agent.
conversations.openConversationForContact(agentObject)
Opens a conversation to a contact. It creates a new one if the conversation doesn't exist or reopen a closed conversation. It takes in a contact which would be our agent contact and returns a promise, which would be our conversation object. We store this conversation object in as a state which will be referenced when sending messages. This method is used to open a conversation between our user and agent.
im.sendMessageToConversation(conversationObject, message)
Sends messages to a one-to-one conversation. It takes in a conversation object which would be the conversation object we have obtained with the agent. It also takes in a string message which is the messaged typed by the user. This method is used to send messages from the user to the agent.
im.RAINBOW_ONNEWIMMESSAGERECEIVED
This event is fired when a new message is received in a conversation. Message can be retireved via event.detail.message. This method is used to retireve messages sent by the agent from the Rainbow sandbox environment.
conversations.closeConversation(conversationObject)
Closes a conversation. It takes in a conversation object which will be the conversation object between our user and agent. This method is used to retireve messages sent by the agent from the Rainbow sandbox environment.
admin.createAnonymousGuestUser()
Creates a new anonymous guest user in the same company as the requester admin. Anonymous guest user is user without name and firstname. We use this method to create a temporary account for our users.
This returns a promise that is either resolved or rejected. If resolved, it returns a set of login credentials. loginCredentials.data.loginEmail and loginCredentials.data.password will be used.
id: firstName: lastName: top: availability:
id: firstName: lastName: language: chatMode: top: timestamp: ticketNo:
| Name | Login Email | Company | Account | Roles | Active | ID |
|---|---|---|---|---|---|---|
| agent_1 top_1 | [email protected] | RoutingEngineApp | free | user | true | 5e9bebbed16d013e6a668384 |
| agent_2 top_2 | [email protected] | RoutingEngineApp | free | user | true | 5e9bebf5d16d013e6a66839f |
| agent_3 top_3 | [email protected] | RoutingEngineApp | free | user | true | 5e9bece4d16d013e6a668498 |
| agent_4 top_4 | [email protected] | RoutingEngineApp | free | user | true | 5e9bebbed16d013e6a668384 |
| agent_5 top_5 | [email protected] | RoutingEngineApp | free | user | true | 5e9bebf5d16d013e6a66839f |
| agent_6 top_6 | [email protected] | RoutingEngineApp | free | user | true | 5e9bece4d16d013e6a668498 |
| Min Han Lee | [email protected] | RoutingEngineApp | free | user,admin,app_admin | true | 5e9bece4d16d013e6a668498 |
Prerequisite for jest testing would be to install mongobd:
npm install mongodb
Install Jest using:
npm install --save-dev jest
To run the test code run the following:
npm test
press p key (to filter by filename regex pattern)
navigate to the file src/server/user.test.js
press enter key
- Inserting of Document into Database
- Searching for Document in Database
- Updating of Document in Database
- Finding Documents matching query in Database
- Deleting Document in Database