Web communications
The chat session is now transferred to the agent and is no longer displayed on your Agent Desktop. Your status is set to Ready.
--End--
Conferencing a chat session
Conference a chat session to another available agent. You can conference only one agent into a chat session.
Procedure steps
Step Action
1Once you are into a chat session, click Consult.
2In the left pane, under Transfer to, select the skillset from the
3Click the appropriate agent name.
4Click Consult.
The conversation window splits into two. In the Consult Text Chat window, you can inform the agent about the reason for the conference.
5Click Complete Conference.
The Consult Text Chat window closes and the original Conversation window reappears. When the new agent begins typing, it is visible to all three participants.
6When you want to leave the conference, click Close.
A message appears in the Conversation window to indicate when a participant leaves the conference.
--End--
Ending the Text Chat session
End the text chat session when the contact is completed. The text chat history is saved automatically and can be printed.
Procedure steps
Step Action
1Click Finish.
2In the Notes box, enter notes about the contact.
3If closed reasons are required, choose a closed reason.
104 | 2 December 2010 |
