Handling Contact Center Messenger in Ignite

Contact Center Messenger simplifies the deployment of chat support in Contact Centers’ web sites.

Handling Contact Center Messenger is similar as legacy Chat.

The agent will get similar notification for the incoming chat as in the legacy chat. If the agent accepts the incoming chat, both agent and customer will see a system message that the agent has joined.

As with any normal chat, an agent or supervisors can transfer chats from the Ignite and from the Interaction Visual Queue.

Correcting spelling in Contact Center Messenger responses

With Contact Center Messenger, spell checks are done using the built in spell checker in the browser. Most internet browsers have spell-checking enabled by default. You will know it is turned on when misspelled words you are typing have a red line below them, to show they are incorrect like the two words below.

Chatting with customers

After you join a chat session, Ignite goes into Reply mode and the Input pane appears, enabling you to chat with the customer.

The following figure presents the Input pane during a Contact Center Messenger Chat session.

Ignite indicates to agents and customers that the other is typing a response. Ignite indicates that customers have sent a response in an active chat as follows:

• When Ignite is not in focus, a notification indicates that the customer has entered a response. When Ignite is in focus but the active chat is not selected, an exclamation mark displays beside the interaction and a notification displays. Clicking a notification takes you to the relevant interaction.