Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Chat enables you to send instant messages to other agents on your team and to your 
supervisors. You can initiate a chat session by clicking Chat on the dashboard toolbar.

NOTE:  You cannot chat with agents who use Cisco Agent Desktop—
Browser Edition (CAD-BE). 

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.

Some Chat features are:

■

Each chat session is between you and one other party.

■

You can participate in multiple concurrent chat sessions.

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The Chat Session window’s title bar displays the name of the person with 
whom you are chatting.

■

High priority chat messages pop on your screen so they are immediately 
noticed, while normal priority chat messages are minimized and flash on your 
Windows task bar.

■

Chat history (a log of the chat messages sent between you and your chat 
partner) is available as long as the Chat Session window is open. Once you 
close the window, the log is lost.

■

Chat history is in chronological order, with the oldest messages at the top of 
the log pane.

■

You can send and receive chat messages even if you are logged out of the 
ACD, as long as Agent Desktop remains open. 

1. On the dashboard toolbar, click Chat. 

The Chat Selection window is displayed (see 

).

NOTE:  The Chat Selection window is a snapshot—it displays the 
status of the people with whom you can chat only at the time you 
clicked the Chat button, and does not refresh those statuses while 
you have the window open.

The window lists the people with whom you can chat: supervisors, agents on 
your team, and participants in any conference call you are on.