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Multi-Chat Table

The following table shows the symbols and their description in multi-chat:

Figure 37: Table 1: Multi-Chat Symbols

Symbol Description

A chat has arrived and is waiting for the agent to accept.

A chat is offered to the agent and is waiting to be accepted or rejected.

Accept the offered chat.

Reject the offered chat.

There is one active customer chat for the agent. Orange indicates that the agent has sent his response to the customer.

There is one active customer chat for the agent pending agent’s response. Red indicates it is past SLA.

Indicates the customer/agent has sent an interaction and is waiting for agent’s response.

Indicates the agent has read the message, but has not responded yet.
Note: Once the agent responds to the chat message, the timer icon disappears.

Alerts the Customer has sent an interaction and is waiting for longer than targeted service level. There is no such alert for an agent.

Indicates the agent has read the message that was pending longer than 30 seconds.

There is one active agent chat for the agent. Orange indicates that you have responded to the other agent and not yet reached SLA.

There is one active agent chat for the agent. Red indicates that there has been more than 30 seconds since you last responded and the agent is waiting for your response.

The following diagram shows multi-chat symbols from an agent's point of view:

 


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