Chat Channel

Chat Channel Section shows all the interactions managed by the Agents and coming from a Chat on a Website.

Chat Benefits

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 

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
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:

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):

From Chat to Vidaoo

During the Chat conversation, the Agent can start a Video Call session (this command is available in the menu (selecting 3 dots) only if the Administrator has configured the Video option for the Website the interaction is coming from) with a Customer directly from the chat.

Click on Start Video Call and a separate video session is activated (the number of available sessions set for your Account on Vidaoo must not be exceeded):

and the Vidaoo web link to click to join the video call is shown to the Agent (in the interaction form):

and to the Customer (on the snippet):

During the video call the chat interaction can continue, left to be resumed at the end of the video call or be closed by the agent.

Closing the chat

If the customer closes the interaction, it will be closed also on the agent's side.

If the Agent closes the session clicking on the sign X in the session tab:

and confirm:

The interaction can be simply Closed or Closed & Disposed, choosing one of the listed single level dispositions:

or ready-to-use multi level dispositions:

The same Close&Dispose action can be applied clicking on the 3 dots of the interaction and then on Close and dispose

Dispositions

Dispositions available in the list must be created by the Administrator in advance and can be single or multi-level (up to three levels).

If on closing an interaction is disposed by an Agent, you can see in the Status column of the Interactions List:

the name of the disposition applied:

Now, hovering over it with the mouse all the information on the disposition itself will be displayed:

so you can discover that in the above example a single level disposition has been applied.

If, on closing, the Agent chooses a multi-level disposition instead, the name of the disposition that is positioned at the lowest level of the set (second or third level) available will be shown, as in the following example:

Now, hovering over it with the mouse all the information on the disposition set will be displayed:

NOTE: The Administrator/User can set the disposition as Mandatory: in this case the Agent is requested to dispose the interaction when closing and until this operation is finished the agent will remain paused. 

Transfer

If the Transfer option is set by the administrator in the Website Settings, the Agent can also see this command in the menu of 3 dots  in order to redirect the chat interaction:

to another queue or to another agent (among the online and not in pause status agents):

and the system will let you choose among those available:

Contextual information

On the right side of the screen there is contextual information the agent can use (during the session or after it) to manage the interaction/customer:

CONTACT	INTERACTION	JOURNEY
To add more details in the Contacts Manager file, click on More	It refers to the current interaction	Here you can see the entire history of interactions with this user All these interactions are coming from Email Channel. You can filter the interactions by channel and by date using the filters above. Each interaction can be opened clicking on this button (and this feature is available only for those Agents with proper permissions on the specific item) or inspected clicking on Show Details