directs chat requests to agents via a chat queue. s must be in Available state to receive these incoming requests. When an incoming chat is offered to an agent, the chat tab blinks indicating an incoming request. The agent can accept or reject the chat request. On accepting, the agent's status changes to Busy. On rejecting the request, the agent's status changes to On break.
To receive chat interactions, agents must:
be assigned to an enabled chat queue
Note: You can view or edit your queue assignments in the Agent Profile. For details, refer to Viewing Queue Assignments.
To process a new chat interaction:
Change your status to Available.
If the incoming chat is from an existing customer, the customer or case record pops for preview.
Note: If the customer supplied account or case information when initiating the chat, the accesses the appropriate record and presents the record for preview.The screen pop behavior may vary based on the settings.
If the request is from a new customer, a new customer record entry form pops.
Save the log by selecting the newly created customer from the list.
The log saves as a case.
Preview the record details and click Accept Chat.
Note: If you reject the chat or failed to accept it before the acceptance interval lapses, you are placed on break status.
Click Send. Your chat entry is posted on the customer's chat window. You are also notified of typing in progress on either end.
Optionally, select transaction codes to indicate chat disposition.
To end the conversation, click End Chat.
The chat conversation ends. You are placed in post processing mode to wrap up. Your status changes to Post Processing.
At the termination of the chat, a chat log may pop. The chat log opens in view mode or edit mode based on the settings. Auto log occurs if and only if administrator has configured it.
Note: Chat log opens in view mode if the chat request is from an existing customer, associates the log case with that customer record automatically.
Note: Chat log opens in edit mode if the chat request is from a new customer. While saving the log, you are prompted to select a customer from the existing list.
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