Contents

Customizing a tab name

101

 

 

 

 

 

Declining a Web communications contact

101

 

Sending a chat message

102

 

 

 

 

Adding an auto-phrase to a chat message

102

 

Pushing a Web page to a customer 102

 

 

 

Transferring a chat session 103

 

 

 

 

Conferencing a chat session

104

 

 

 

 

Ending the Text Chat session

104

 

 

 

 

Sending the chat log in an e-mail message

105

 

Instant messaging

 

 

 

 

 

107

Accepting an instant message

108

 

 

 

Declining an instant message

108

 

 

 

Sending an instant message

109

 

 

 

 

Using an auto-phrase 109

 

 

 

 

 

Using suggested Web pages

110

 

 

 

 

Using spelling checker in an instant message

110

 

Viewing personnel using Contacts Presence

110

 

Transferring an instant message using Contacts Presence 111

Consulting on an instant message using Contacts Presence

112

Conferencing an instant message using Contacts Presence

112

Transferring an instant message using the work item control

113

Consulting on an instant message using the work item control 113

Conferencing an instant message using the work item control

114

Ending an instant message 114

 

 

 

 

Agent Statistics

 

 

 

 

 

117

Accessing the Agent Statistics tab

118

 

 

 

Viewing the Skillset statistic chart

118

 

 

 

Viewing the Agent statistic chart 119

 

 

 

Enabling Service Level alerts

119

 

 

 

 

Using the Statistics Ticker 120

 

 

 

 

Customer and contact details

 

 

121

Creating a customer record 122

 

 

 

 

Searching for a customer 123

 

 

 

 

Adding or editing customer information 123

 

 

Viewing a CCT intrinsic

124

 

 

 

 

 

Copying a CCT intrinsic

124

 

 

 

 

 

Viewing the Auto Launch Application 125

 

 

 

Running a CCT intrinsic-associated application 125

 

Searching for a contact

126

 

 

 

 

 

Printing search results 127

 

 

 

 

 

Viewing a contact

127

 

 

 

 

 

 

Opening a contact

128

 

 

 

 

 

 

Closing contacts (supervisors only)

129

 

 

 

6 NN44400-114 Contact Center Agent Desktop

2 December 2010

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Avaya NN44400-114 manual Instant messaging 107