Cisco Cisco Agent Desktop 10.0 User Guide
Chat
Chat enables you to send instant messages to agents and supervisors on your teams. In addition, if your
configuration includes Cisco Unified Presence, you can send instant messages to non-agents (called
subject matter experts, or SMEs) who are using the Unified Presence client.
configuration includes Cisco Unified Presence, you can send instant messages to non-agents (called
subject matter experts, or SMEs) who are using the Unified Presence client.
Note: If you don’t have the Chat button on your toolbar, then the administrator has configured
Agent Desktop so that you cannot initiate a chat session. However, you are still able to receive
incoming chat sessions and respond to them.
Agent Desktop so that you cannot initiate a chat session. However, you are still able to receive
incoming chat sessions and respond to them.
Some Chat features include:
n
A chat session is between you and one other party.
n
You can participate in multiple concurrent chat sessions.
n
The title bar of the Chat window displays the name of the person with whom you are chatting.
n
If you flag a chat message as high priority, the Chat window will pop on the other agent’s or super-
visor’s screen so the message will be noticed immediately. This option does not apply to messages
sent to SMEs.
visor’s screen so the message will be noticed immediately. This option does not apply to messages
sent to SMEs.
n
If the priority of a chat message is normal (the default), the Chat window will remain in its current state
(open or minimized) and the corresponding icon will flash on your Windows task bar.
(open or minimized) and the corresponding icon will flash on your Windows task bar.
n
A log of the chat messages sent between you and your chat partner (the chat history) is available as
long as the Chat window is open. The chat log is in chronological order, with the oldest message at
the top. After you close the Chat window, the log is deleted.
long as the Chat window is open. The chat log is in chronological order, with the oldest message at
the top. After you close the Chat window, the log is deleted.
n
You can send and receive chat messages even if you are logged out of the ACD, as long as Agent
Desktop remains open.
Desktop remains open.
Chat Contacts
Your contacts are organized in groupings called drawers in the Chat Selection window. Some drawers,
such as the Teammates, Supervisors, and Conference drawers, are default drawers. Any other drawers
that appear are customized by your administrator and appear only if you are logged into Unified Presence.
such as the Teammates, Supervisors, and Conference drawers, are default drawers. Any other drawers
that appear are customized by your administrator and appear only if you are logged into Unified Presence.
The example of a Contact Selection window below shows the default Teammates and Supervisors
drawers, as well as two customizable drawers, TAC and Engineering.
drawers, as well as two customizable drawers, TAC and Engineering.
54