Chat Channel Section shows all the interactions managed by the Agents and coming from a Chat on a Website.
The Customer and the Agent can exchange chat messages (including files, emoticons, pictures and so on) and have the following benefits:
the Customer can use an easy chat contact point (a snippet on a web page)
the Agent interaction happens inside the XCALLY Motion common environment
the Agent can manage several types of interactions at the same time
the Agent can start a Video Call session (this feature is optional and requires an activation from the Administrator) with a Customer directly from the chat
the interaction content is shared, easily retrieved and managed
all the Customers information is stored in the Contacts Manager
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If your Agent Desktop is running on MAC with OS High Sierra and using the Browser Safari, remember to enable the audio notifications in Safari in order to receive an audio alert for all incoming interactions |
Whenever customers interact with the Contact Center using a chat contact point in a website, the Agents belonging to the specific chat channel queue will receive a request on the Omni Desktop interface.
They can reject it and the request is passed to another Agent in the same queue (in this case ChatQueue)
The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.
The number of concurrent chat sessions that can be managed by all the Agents is according to the sessions license limit of your system.
Chat session
Let's see how a typical chat session looks like:
Customer's side | Agent's side |
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the customer starts a chat session on a web page, writing a request in a snippet:
| after accepting the notify of the incoming chat request, a new chat tab is opened:  |
Both Agent and Customer can use emoticons and attach files during conversation (the latter can do it only if the Administrator enables this function for this specific website chat).
The Agent can type messages directly:
or:
add emoticons
click on the Canned Answers button
attach file (it’s possible to attach only a single file per message, whose size is up to 15 MB maximum)
On the Agent's side, anytime a message is sent:
 | a single checkmark means that the system encountered a problem (e.g. the web site page has been closed or things like that). |
 | a double checkmark means that the message has been delivered to the chat website |
How to insert an internal note
The Agents can insert an Internal Note in the interaction:
Click on the icon
Write the note and save it:
From now on the note is shown in the interaction, but it's only internal to the organization and the customer will never see it:
Also the Supervisor can spy a Chat interaction from the Interactions List and insert notes for the the agent only (the customer will not see this note):
If the interaction tab is open but the Agent is working on something else, a red badge appears on the tab, any time a new chat is received regarding the same interaction (where the number shown is the number of unread messages).