…of the chat service. Chat Flow: The chat flow that is used to handle chat sessions for the chat service. Webchat Snippet: Click this to display an example code snippet,…
Search: Managing chat queues
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…are handled by a chat service. This will initiate a chat flow to handle the chat session. In some cases, the chat flow may be able to answer the user’s…
Branch On Chat This node type processes the most recent chat message that was received from the customer and allows branching based on the content of the chat. This node…
…Configuration: Modify privilege to create and add webchat queues. https://player.vimeo.com/video/518505219 Create and add a webchat queue: Click Chat > Chat Queues on the menu bar to see a list of the webchat queues that…
…Chat > Chat Queues on the menu bar and a list of the chat queues that are currently defined is displayed Select (or add) the appropriate chat queue Click the…
…Modify Manage (add/edit/delete/copy) webchat queues Webchat > Webchat Queues Webchat Configuration: Modify Assign agent assets to a webchat queue Webchat > Webchat Queues > Agent Assets Webchat Configuration: Modify Define webchat-queue KPIs Webchat > Webchat Queues > KPIs Webchat Configuration:…
…already assigned to them. Each agent can handle up to a configurable number of webchat sessions simultaneously (Webchat > Webchat Queues > Advanced tab > Maximum Number Of Webchats Per Agent). During the webchat, identification of…
…of chat queues used by the Contact. Define queue behaviour To manage webchat queues, click Chat > Chat Queues on the menu bar and a list of the chat queues…
…– None – None – None – Service Level Warning Threshold – None Live Chat queues Chats in queue Chats with agents Average chats per agent Average time spent in…
…when an alert is displayed to the supervisor(s). Define KPIs for a webchat queue Click Chat > Chat Queues on the menu bar and a list of the chat queues…