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Multi-Chat Table

The following table shows and describes the status icons found in multi-chat:

Icon Description

A chat has arrived, and is waiting for the agent to accept.

A chat is offered to the agent, and is waiting to be accepted or rejected.

Accept the offered chat.

Reject the offered chat.

There is one active customer chat for the agent. Orange indicates that the agent has sent their response to the customer.

There is one active customer chat for the agent, pending the agent’s response. Red indicates that the response is past SLA.

Indicates that the customer or second agent has sent an interaction, and is waiting for the agent’s response.

Indicates that the agent has read the message, but has not responded yet.

Note: Once the agent responds to the chat message, the timer icon disappears.

Indicates that the customer has sent an interaction and is waiting for longer than the targeted service level. There is no such alert for an agent.

Indicates that the agent has read a message that was pending longer than 30 seconds.

There is one active agent chat for the agent. Orange indicates that the agent has responded to the other agent, and not yet reached the targeted service level.

There is one active agent chat for the agent, pending the agent's response. Red indicates that more than 30 seconds have passed since the agent last responded to the other agent.

The following diagram shows multi-chat status icons from an agent's point of view:

 


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