Declining chat interactions

Agents can decline a chat interaction in their Inbox, sending the chat back to the queue where it retains its queue priority.

Agents can decline sessions via Ignite's toaster or UI.

Note:

When an agent declines an interaction, they are automatically put into Busy/Make Busy across all media capabilities. A System Make Busy and a requeue count is registered for the employee . For more information, see "Setting and removing Busy/Make Busy in Ignite".

To decline a chat interaction (DESKTOP)
  1. In the Folders pane, click Inbox.
  2. In the List pane, select a chat and, in the Action bar, click Decline.
To decline a chat interaction(WEB)
  • Click Inbox and select a chat or hover over the item avatar and click Decline.
Parent topic: Handling chats in Ignite
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