directs chat requests to agents via a chat queue. An agent must be in Available state to receive these incoming requests. When an incoming chat is offered to an agent, the Chat tab blinks, indicating an incoming request. The agent can accept, or if permitted by administrators, reject the chat request. On accepting, the agent's status changes to Busy. On rejecting the request, the agent's status changes to On Break.
To receive chat interactions, agents must:
Note: You can view or edit your queue assignments in the View Your Assigned Queues.Profile. For details, refer to
To process a new chat interaction:
The Chat tab in the Control Panel blinks red indicating an incoming chat request.
Note: The Reject interaction button is disabled if your contact center administrator has not granted the permission. This prevents agents from rejecting the interactions they are offered.
Note: If the customer supplied account or case information when initiating the chat, accesses the appropriate record and presents the record for preview. The screen pop behavior may vary based on the settings.
Note: If the screen pop fails to open, clean up your browser cache and cookies and log back in.
Note: If you reject the chat, or failed to accept it before the acceptance interval lapses, your status is changed to On Break.
Note:The chat window capacity is 5000 characters to allow agents to communicate large bodies of text, such as FAQs, via the chat window. Chat interactions viaare limited to 500 characters on the customer side.
- A chat log opens in view mode if the chat request is from an existing customer. The log case is associated with that customer record automatically.
- A chat log opens in edit mode if the chat request is from a new customer. While saving the log, you are prompted to select a customer from the existing list.
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