Adobe will be holding another “AEM Gem” on January 20th at 11 A.M. - 12:00 P.M. EST.

This session will be a technical deep dive on Oak Lucene Indexes and how they can be used to get your queries perform better. This gem will also provide insight into how asynchronous indexing works and how it can be monitored.

Here is a link to sign up if you are interested: Register

We are fast approaching the end of this year, and I just wanted to thank everyone that has stopped by and read some of my posts. This was my 1st year of maintaining a blog, and what a learning experience it has been.

Initially, I started this blog as a way to share what I had learned on AEM, and I was able to share a lot of information. However, with a career change, and not knowing how popular some of the posts where going to be, I had to start allocating time for comments, and time to improve general design of my blog.

After my career change, I was finding it hard to have time to share content just on AEM. So, I decided to switch gears and have my blog focus on a variety of developer topics, that way I could include any content that I was working on, and share that information with all of you.

Overall, I have enjoyed sharing what I have learned, and I hope you all have enjoyed the content. I look forward to sharing even more content with everyone next year.

I wish you all have a happy new year, and if you have any comments, please share them below!

Adobe will be holding another “Ask the Community Experts Session” on January 19th at 11 A.M. - 12:00 P.M. EST.

This is a follow up on the AEM Gems session AEM 6.1 Translation Integration & Best Practices that can be viewed here:  http://bit.ly/1YfAofQ

Join this session for a deep dive into the best practices, and for tips and tricks for using translation within the Experience Manager.

Here is a link to sign up if you are interested: Ask the Community Experts

The purpose of this tutorial is to show you how to connect to the Engagement History API in Java.

The Engagement History API is a REST API that is offered through LivePerson that allows you to pull your chat transcripts without having to manually go through and export them. In order to connect to the API, you will need to get a set of API keys from LivePerson and install them on your account. Once you have done this, you will need to send an OAuth 1 request to the server in order to access your transcripts.

If you are not familiar with OAuth 1, you can read more about it here:  http://oauth.net/core/1.0/

I have gotten a lot of questions about adding a basic share button to your android app from one of my previous posts, so I decided to add a new tutorial that shows just how to add a basic share button.

The purpose of this tutorial is to show you how to add a Facebook Share button to your Android Application.

For this tutorial I was using: Android Studio 1.1.0, and Facebook SDK v4.0.0. You should be able to follow along with other versions of this software.

In order to follow along you will need the following:

One of the main things that I usually hear from agents is that they are always multitasking and that they are looking for ways to be more efficient when they are chatting, so they can provide the best experience possible to the customers that they are chatting with. My response to the client is, “Are you utilizing the hot keys that are available in LiveEngage?”

When you are in the LiveEngage workspace, there are seven hot keys that you can use to save you time. You can view a complete list of the hot keys that are currently available to you by opening the hot keys menu. You can view this menu by holding down the ctrl and tilde keys (CTRL + ~).

You will also see the hot keys appear above the menu items that the are related to.

When the menu is displayed, you can either click on the shortcut that you want to use, or you can press the appropriate character key to perform that shortcut. Here is a list of the shortcuts that you can use:

• (L) Logout - Allows you to logout of the agent workspace. 
• (V) Visitor List - Will take you to the visitor list. 
• (S) Status - Will toggle your status between online, busy, and offline. 
• (A) Accept Engagement - Allows you to accept incoming chats. 
• (X) End Engagement - Allows you to end the current engagement. 
• (T) Transfer Engagement - Allows you to transfer the current engagement to another agent. 
• (N) Next Engagement - Allows you to respond to the next engagement. 
• (I) Inactive List - Allows you to view your resolved engagements. 

The end engagement and transfer engagement hot keys are only available during chat. By learning these shortcuts it will allow you to be more efficient and allow you to spend more time focusing on your customers.

This best practice, based on feedback from LiveEngage users, is meant to offer you guidance and to help drive value for your brand.

I hope you enjoyed this tutorial. If you have any questions or comments, please feel free to post them below.

Update: With the new HTML engagements in LiveEngage, this method is now outdated. It is recommended that you use the supported method listed above.
The purpose of this tutorial is to show you how to use your own custom CSS to modify your embedded chat buttons from LiveEngage.

Currently in LiveEngage, the only options you have for an embedded button is to use an image or the few text styling elements that are available in the engagement studio. There is no way to use your own fonts, CSS, or HTML elements for your chat button, which can sometimes make it hard for your chat button to match the rest of the theme of your site.

For example, if the rest of the links on your site have hover effects, or if the font family of the text in the links is ‘Comic Sans MS’, your embedded chat button will not match the feel of your site. In order to fix this, you can use custom CSS on your site to modify the default styling of the button.

The embedded chat buttons have a class called ‘LPMlabel’, so by adding a CSS styling to the page with the !important attribute, it will override the default CSS.

Adobe will be holding another “Ask the Community Experts Session” this month on November 24th at 11 A.M. - 1:00 P.M. EST.

By attending this session you will gain a better understanding of:

• Using AEM Apps
• Ask questions related to using AEM Apps for mobile apps solutions

The purpose of this tutorial is to show you how to use the Web Application SDK to send chat lines from your own web application.

The Web Application SDK is a client-side package that can be used to communicate with the LivePerson Agent Workspace. In order to use the SDK, your web application needs to be able to open inside an iFrame, and your application must be hosted over SSL. You can read more about the SDK here: Web App SDK PDF

For this tutorial, we are going to use create a simple web page that will send a “Hello World!” chat line to the agent console.

Today I wanted to share with you a XML Chat Transcript Parsing tool that I created to parse the chat transcripts that you can export from LiveEngage.

Inside LiveEngage, there is no easy way to see/analyze the chat transcripts without going through them one at a time. One of the options that is available to you, is you are able to export the transcripts as a text file or as xml file.

With the tool, you are able to load in these transcripts, and it will parse the information into a data table, which then you can filter to find the information you are looking for. For example, if you only want to look at chats with low CSAT scores, or if you are looking for chats where an agent answered yes to an Agent Survey question, or even if you are looking for a particular visitor’s chat, you can filter the table to only contain this information.

The tool allows you to print out individual chats, export the data to a csv file, or even copy the content of the table.