Keep track of multiple chats
To keep track of multiple chats in progress, a chat list is maintained for customer chats and agent chats. The customer chat session starts as soon as you accept the chat. A customer chat is displayed in the Customer list while an agent chat is displayed in the Agent
Agents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. list. When a new chat is offered to an agent, the chat list is updated to show this new entry at the bottom of the appropriate group. The oldest interaction accepted is shown at the top, followed by other chat interactions in the order they were accepted.
Note: As an agent, you can process up to six concurrent chats from customers, and an unlimited number of chats with agents. If the agent selects a chat, customer information such as email, name, and IP address is displayed in the pop-out chat window.
Manage customer-agent chats during service disruptions
In 8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions., when a customer abandons their chat with the agent, the interaction remains in the customer list waiting for the agent's review. When the agent is reconnected to 8x8 Contact Center, both the active interactions and the ones which were abandoned by the customer are updated with the correct status. The interactions remain in the customer list until the agent acknowledges them and is ready to wrap up.
In the following use cases, the agent has multiple concurrent chat interactions. Whether there has been a connection issue or the customer has simply abandoned the chat interaction, the agent can see the last customer interactions in the list. To avoid ghost interactions, click on each customer to see the status of the interaction. Safely end the chat and go through the post-processing.
Use case 1
The agent has two ongoing interactions with customers A and B. While the agent is focused on the chat with customer B, customer A abandons the chat. The chat icon displays an exclamation mark to indicate that the interaction has ended. The post-processing time for customer A ends, but the interaction with customer A does not disappear from the customer list while the agent is focused on customer B. When the agent clicks on customer A in the chat list, they see a message saying that the interaction has ended, but can still review the conversation. The chats remain in the list until the agent completes the wrap up process.
Use case 2
The agent has two ongoing interactions with customers A and B. While the agent is focused on the chat with customer B, there is a service disruption and the agent loses connectivity for a few minutes. A message displays in the chat window saying that the agent is disconnected. The service is backed up and all interactions remain in the list. If the agent sends a message when the system loses connectivity and the message fails to send, a "Not delivered" message displays in the chat window. When the connectivity issues resolve, the agent can select to resend the message to the customer. The chats remain in the list until the agent completes the wrap up process.
