Picking chat requests out of queue
Pick behavior occurs in the following ways: First, agents can pick interactions out of queue and send them to the Inbox. When the interactions ring in the Inbox, agents can handle them. Second, agents can choose to pick and reply to an interaction. Choosing to pick and reply to an interaction sends the interaction to the agent's Inbox from where the agents can handle the interaction.
Chat interactions picked out of queue ring in the Inbox until the interaction is accepted. For more information on ringing behavior, see "Ringing states in Ignite".
- Agents cannot pick or pick and reply to interactions from the queue if they are in Do Not Disturb.
- Agents may only pick or pick and reply to interactions from the queue if they have the appropriate permissions.
- Pick a chat request out of a queue
- Pick and automatically join a chat session
- From the Folders pane, select the queue from which an interaction will be picked.
- From the List pane, select a chat from the queue and,
from the Action bar, click the Pick button.
The chat is transferred to your Inbox.
- To handle the chat, select Inbox and, in the List pane,
select the chat.Note:
Additional handling options display in the Action bar. For information on handling the chat, see the appropriate procedures in this section.
- Click Queues and select a queue.
- Select an interaction or hover over the item avatar and click Pick
> Pick.
The chat is transferred to your Inbox.
- To handle the chat, click Inbox and select the chat or hover over the item avatar.
- In the Folders pane, select the queue from which a chat will be picked.
- In the List pane, select a chat from the queue and, from
the Action bar, click the Pick & Reply button.
The chat is transferred to your Inbox.
- In the Preview pane, agents can respond to the chat,
transfer the chat to another destination, or put the chat session
on hold.Note:
Additional handling options display in the Action bar. For information on handling the chat, see the appropriate procedures in this section.
- Click Queues and select a queue.
- Select an interaction or hover over the item avatar and click Pick
> Pick and Reply.
The interaction is transferred to your Inbox and opens in reply mode.