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Agent-to-Agent Chat

Agents can have an unlimited number of chats with other agents of the same tenant.

To initiate a chat with an agent:

  1. In Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., find the agent you wish to chat with from the agents list.
  2. Click on the agent’s name and select Start a chat. The chat window opens.

  1. Type your message and click Send , or press Enter.

    Note:  Status icons indicate pending agent chat messages. These icons disappear when you respond to the message. For a complete description of the status icons refer to Table 1: Multi-Chat Indicators

  1. Click End to finish a chat session.

    Note: There is no accept or reject button for agent-to-agent chat. The chats are received automatically.

As agent B, the moment you receive a chat request from agent A, the number on the chat tab starts blinking red. In addition, indicates a chat requires your response. Notice that agent A appears in the AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. List.

To process an incoming chat from an agent:

  1. In Agent Console click on the chat tab.
  2. Start typing your response in Your Message text box.
  3. Click Send.

 


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