You might encounter various scenarios while engaging in Contact Center chat interactions in UC+CC. Click any of the links below to learn more about the different use cases.
UC+CC: Chat Interaction Use Case 1--Chat in Queue
When a Contact Center chat interaction comes in and is placed in a queue to wait for an agent to respond, an alert comes in to notify the agent of the incoming chat, and the Queues area changes to display the client details and chat content.
The following are the elements found in the interface:
- Incoming chat interaction panel: Shows the client's name, the first line of the chat content, the name of the chat queue the client has been assigned to, and the amount of time the interaction has been active.
- Chat workspace: This is where you can interact with the client. The content of the messages sent by the client are displayed here, and you can type a reply to the client in the white box at the bottom of this area.
- Customer details panel:Shows the information collected from the client. The fields that appear will depend on how webchat was configured; in specific, how the Data Collection Tab was set up. Expanding this area will show information about the device used by the client to chat.
- Notification of incoming chat: This is the notification you'll receive that there is an incoming chat.
- Go to Classification button: Click this button when you are ready to classify this interaction. The Chat workspacechanges to show you the fields for classifying the interaction, and the button at the bottom of the screen changes to allow you to end the interaction and change your status. The image below shows an example.
Important Unless you choose differently, the default status you'll be assigned to at the end of a chat interaction will be Available because unlike Contact Center call interactions, there is no wrap-up activity that follows up a Contact Center chat interaction.
- Stop new chats button: Click to stop new chats from being assigned to you. This way, you can complete all current chat interactions prior to going on a break or ending your shift.
- Predefined messages:Click to display a list of predefined messages. You can then reply by selecting a message from the list.
FMI For more information on how to configure predefined messages for chat, see Canned Chat Messages.
TIP If the list of predefined messages is too long, you can type a string of characters in the Search box to narrow down the list based on messages that match the characters you entered in the box.
UC+CC: Chat Interaction Use Case 2--More than One Chat in Queue
You can receive multiple Contact Center chat interactions. Each new interaction will trigger a notification, and will be added to the Incoming chat interaction panel.
FMI The maximum number of concurrent chat interactions (chat sessions) that an agent can accept is a configurable setting. For more information, see Team Chat Tab and Agent General Information (scroll to the Chatting section).
The Incoming chat interaction panel will show you the number of unread messages you have for any of the chat interactions. For example, the second interaction in the following image whos one unread message:
UC+CC: Chat Interaction Use Case 3--Incoming Call while Chat in Queue
Because Contact Center chat interactions do not block calls from coming through, you could receive a call while Busy on chat. Answering the call will not interrupt or close your chat interactions. For example, the two images below show what happens when a call comes in, and what happens when the call in answered. The Elevate screen continues to show the ongoing chat interactions.
Important Applies to direct calls ONLY. Queued calls will NOT be routed if an Agent is Busy on chat.
Incoming call
Incoming call answered
UC+CC: Chat Interaction Use Case 4--Client Leaves Interaction
When a client leaves a Contact Center chat interaction, you'll receive a notification at the bottom of the Chat workspace. At this point, you can proceed to classify the interaction (if you haven't already done so) by clicking the Go to classification button at the bottom of the screen.
Once you have completed all the mandatory fields (if any), the button at the bottom of the screen will change to allow you to proceed to the next chat interaction.
If the next client hasn't left, you can proceed with the interaction. Otherwise, you can classify it as well.
UC+CC: Chat Interaction Use Case 5--Incoming SMS
Clients can choose to use a mobile device and send an SMS message to a Contact Center chat queue. The interaction is mostly similar to receiving messages from a webchat, but there are few differences.
- The tag SMS appears next to the incoming number.
- The Customer details panel only shows the number from where the SMS is sent, and the chat queue assigned to it. In addition, the first message appears in a butter-colored bubble.
- Subsequent messages appear in white-colored bubbles. Only the first message continues to appear in a butter-colored bubble.
- You can scroll up and down the messages received. You will be able to differentiate the first message in the interaction because it is in a bubble of a different color.
Important If an Agent receives a new interaction from a customer communicating from the same number, the Agent will see the previous messages from that number, and the first interaction from current session will be in a butter-colored bubble. This is true regardless of how recently or long ago the last interaction occurred from the same number.
Scroll up and down the messages
The first message in the interaction is in a butter-colored bubble
New session from a number that communicated before with the same Agent
- First interaction in current session
- Message notification
- Previous SMS communication from the same number, different day. The Agent can scroll up and see the messages exchanged before with this number.
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