Support agents will be able to handle a maximum of two chats simultaneously. When a chat comes in it will be queued according to the customer’s selection.
When a chat comes in customer contacts Support via chat, the agent will receive a message containing the reason the customer selected for the chat:
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When the agent accepts the chat, the following is displayed:
The customer information is displayed
A text box for the agent to reply
The interaction timer starts
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While on the chat, the agent has the option to transfer to another agent or skill Transferring a Call in CXone
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