Handling chats in Ignite

Note:

If you are using Contact Center Messenger Chat, for more information see "Handling Contact Center Messenger in Ignite"

Handling chats in Ignite mirrors common instant messaging applications, providing a familiar and user-friendly experience. Chat sessions are initiated by customers via your contact center’s chat request page or corporate website.

Interactions are automatically sent to your Inbox if you are the longest idle agent, the preferred agent, or the agent with the highest skill level in your agent group, if your agent group uses skill levels. Agents can also pick chat interactions out of queue.

The following explains how to:
  • Preview chat interactions
  • Pick chat requests out of queues
  • Join chat sessions
  • Decline chat interactions
  • Chat with customers
  • Transition to alternate interaction types
  • Correct spelling in chat responses
  • Apply reply templates to chat responses
  • Place chat sessions on hold and retrieve chat sessions from hold
  • Join the longest waiting active chat session (DESKTOP)
  • Transfer chats
  • Leave chat sessions
  • Forward chat transcripts
  • Remove Failed chat transcripts from Ignite
Note:

DESKTOP - To complete the following procedures, you must be in Ignite’s My Folder’s View.

Parent topic: Handling Active and Ongoing Interactions
↑