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Process Chat Interactions

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. directs chat requests to agents via a chat queue. An agent 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 if permitted by administrators, 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.

Pre-requisites

To receive chat interactions, agents must:

To process a new chat interaction:

  1. Change your status to Available.
  2. The Chat tab in the Control Panel blinks red indicating an incoming chat request.

    Note: The Reject interaction button is disabled if your contact center administrator has not granted the permission. This prevents agents from rejecting the interactions they are offered.

  3. 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, Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. accesses the appropriate record and presents the record for preview. The screen pop behavior may vary based on the settings.

    Note: If the screen pop fails to open, clean up your browser cache and cookies and log back in.

  4. Preview the record details, and click Accept Chat.

    Note: If you reject the chat, or failed to accept it before the acceptance interval lapses, your status is changed to On Break.

  5. Initiate the chat conversation with the customer by typing in the chat window.

    Note:The chat window capacity is 5000 characters to allow agents to communicate large bodies of text, such as FAQs, via the chat window. Chat interactions via Support CenterIn Configuration Manager, use the Support Center page to create customer-facing support Web page for your contact center, and specify the contact -- FAQs, desktop sharing, chat, email -- available from that page. are limited to 500 characters on the customer side.

  6. Click Send.
    Your chat entry is posted on the customer's chat window. You are also notified of typing in progress on either end.
  7. Optionally, insert information from FAQs. For details, refer to Insert FAQ Responses into Chat Interactions.
  8. Optionally, select transaction codes to indicate chat disposition.
  9. To end the conversation, click End Chat.
    The chat conversation ends. Your status changes to Post Processing to wrap up.
  10. You can end post processing manually, or wait until the post processing timeout occurs.
  11. At the termination of the chat, a chat log may pop up. The chat log opens in view mode or edit mode based on the settings. Auto log occurs only if the administrator has configured it.

    Notes:
    - A chat log opens in view mode if the chat request is from an existing customer. The log case is associated with that customer record automatically.
    - A 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.

  12. Edit the chat log case as desired, and save or save as a draft.

See Also

 


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