Using Contact Center Chat

Contact Center Client provides instant messaging capabilities for both supervisors and agents and is typically used by contact center employee's only capabilities. Contact Center Chat It provides the online chat presence of contact center employees, including Online, Offline, and Away. Agents can view the availability and presence of other contact center employees before they transfer calls or send online chat messages.

Using Contact Center Chat, you can communicate essential information to one or more agents extensions, agent extension groups, or supervisors quickly and securely. You can coach agents employees and send timely messages, such as asking an agent employee to delay going on break when it is busy.

Note:
  • You must have a security role that does not restrict you from gaining access to Contact Center Chat.
  • You must log on to Contact Center Client in order to send and receive online messages.
  • When you receive a message it is displayed immediately on top of all open windows.
Parent topic: Contact Center Client
↑