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Inbound Chat Work Flow

Chat interactions flowing into Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. stay in a chat queue until an agent is available. When an agent is Available, the longest waiting chat in the queue is offered to the agent. Virtual Contact Center searches the Local CRM database for existing customer records based on account number or 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. Screen pop occurs either before or after agent accepts an interaction based on the screen pop settings configured by 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.

At the termination of the chat, Virtual Contact Center may create an auto call log. If the administrator has configured auto log, one of the following auto log events occurs:

Note: Auto log of interactions requires administrator configuration.

The sequence of events in an inbound chat flow may be represented as follows:

Figure 36: Inbound Chat flow diagram


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