Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Agent Desktop User Guide 7.1
36
November 2006
Using Chat
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.
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).
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.
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.
■
The Chat Session window’s title bar displays the name of the person with
whom you are chatting.
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.
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.
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.
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.
ACD, as long as Agent Desktop remains open.
To chat with someone else:
1. On the dashboard toolbar, click Chat.
).
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.
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.
your team, and participants in any conference call you are on.