Sending an instant message
On an agent or employee monitor, you can right-click an agent or employee’s cell and click Send instant message to send an online message to the agent or employee. You can also send instant messages using Microsoft Skype for Business. Using Skype for Business, you can send instant messages to individuals or multiple contacts. After initiating an interaction, you can invite additional contacts to the interaction. For instruction in using Skype for Business, consult your Microsoft Skype for Business documentation.
Supervisors send instant messages to contacts or groups of contacts using Contact Center Client.
To send an instant message while viewing agents on an extension, agent, or employee monitor
- Right-click a cell in an open monitor and click Send instant message.
A Skype for Business Conversation window opens.