Inbound chat workflow
Chat interactions flowing into 8x8 Contact Center stay in a chat queue until an agent is available. The following sequence explains the inbound chat work flow:
- When an agent's status is Available, the longest waiting chat in the queue is offered to the agent.
- 8x8 Contact Center searches the Local CRM database for existing customer records based on account number, case number, or any arbitrary data passed during the interaction.
- If the chat request is from an existing customer, the relevant customer or case record is presented to the agent through screen pop. In the absence of a matching record, a new customer record entry pops up.
- A screen pop occurs either before or after the agent accepts an interaction, based on the screen pop settings configured by the contact center administrator.
- The agent processes the chat, and may select transaction codes to indicate chat disposition. Selecting transaction codes may be optional or mandatory based on the settings.
- On ending the chat, the agent gets post-processing time for a final wrap-up before the chat terminates. If codes are mandatory, the interaction stays in post-processing mode until codes are selected.
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At the termination of the chat, 8x8 Contact Center may create an auto call log. If the administrator has configured auto logs, one of the following auto log events occurs:
- screen pop auto log in view mode
- screen pop auto log in edit mode
- no screen pop
Note: Auto log of interactions requires administrator configuration.
The sequence of events in an inbound chat flow may be represented by the following chat flow diagram:
