Using Agent-to-Agent Chat

You can chat with other agents logged into your contact center. You can send a chat request to an agent even if the agent is busy processing an interaction. The Agents tab lists all logged in agents with the current status. You can access Agents tab from Phone tab, or Chat tab, or Status tab.

To initiate a chat with another agent:

  1. Log in to the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions..
  2. Click the Chat Tab, or the Phone Tab, or the Status tab in the Control Panel.
  3. Click the Agents tab from the selected main tab.

    Figure 112: Initiating agent to agent chat

  4. Select and click the desired agent in the list to bring up the context menu.

    The Request Chat button enables.

  5. Click Start a chat from the context menu or Request Chat button.

    A chat request is offered to the second agent.

    Note: You can send a chat request to an agent who is in busy status as shown below.

    Figure 113: AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. sending a chat request to another agent is busy status

    The second agent who is busy is offered the chat request on the second line. He/She can accept or reject the chat.

    Figure 114: Offering a Chat request

    If the second agent accepts the chat request, the chat interaction is established on Chat Line 2.

  6. In the Chat Transcript - Your Message area, enter your message and click Send.

    The message is sent.


Send us your Feedback