Avaya NN44400-114 사용자 설명서
Web communications
104
NN44400-114 Contact Center Agent Desktop
2 December 2010
The chat session is now transferred to the agent and is no longer displayed on
your Agent Desktop. Your status is set to Ready.
your Agent Desktop. Your status is set to Ready.
--End--
Conferencing a chat session
Conference a chat session to another available agent. You can conference only
one agent into a chat session.
one agent into a chat session.
Procedure steps
Step
Action
1
Once you are into a chat session, click Consult.
2
In the left pane, under Transfer to, select the skillset from the drop-down list.
3
Click the appropriate agent name.
4
Click Consult.
The conversation window splits into two. In the Consult Text Chat window,
you can inform the agent about the reason for the conference.
you can inform the agent about the reason for the conference.
5
Click Complete Conference.
The Consult Text Chat window closes and the original Conversation window
reappears. When the new agent begins typing, it is visible to all three
participants.
reappears. When the new agent begins typing, it is visible to all three
participants.
6
When you want to leave the conference, click Close.
A message appears in the Conversation window to indicate when a participant
leaves the conference.
leaves the conference.
--End--
Ending the Text Chat session
End the text chat session when the contact is completed. The text chat history is
saved automatically and can be printed.
saved automatically and can be printed.
Procedure steps
Step
Action
1
Click Finish.
2
In the Notes box, enter notes about the contact.
3
If closed reasons are required, choose a closed reason.