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Case Study

Bob is the Configuration Manager administrator at the AcmeJets contact center. He wants to create an online chat channel to support website visitors. He anticipates the website traffic to be heavy during peak hours, and therefore, the agents should be able to handle multiple chats to meet the demand. He plans to collect some identity information, such as customer names and account numbers, to identify existing customers so that agents can process interactions efficiently. This information can be collected from the customers even before they are connected to the agents, allowing agents to serve them faster and better.

To complete this plan, Bob needs to:

The following diagram represents configuration tasks Bob must do to get started with this project:

Here is what Bob has in mind for the agents:

To plan his work better, Bob has prepared the following checklist:

Task Description How to Complete Completed
1 Create an online chat button to use during the business operational hours. Create an online chat button N/A
2 Create an offline chat button to direct visitors during offline hours. Create an offline chat button N/A
3 Create a chat invitation to proactively invite website visitors to a chat. Design a chat invitation N/A
4 Create a chat form to gather information from a customer before initiating a chat. Design a chat form

5 Create an Offline form to send an email message during chat offline hours. Design a chat form

6 Create a chat window to serve as the interface between the customer and the agent during the chat. Design a chat window N/A
7 Design the chat flow. Create a chat script
8 Enable agents to have more than one chat. Configure Multi-Chat or number of concurrent chats
9 Train agents to use Multi-Chat. Handle multiple chats in Agent Console

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