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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| Note |
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Authenticating the customer’s account information before proceeding with the interaction is REQUIRED for each phone call and chat interaction. This is part of your QA Evaluation Scoring for phone call and chat interactions. |
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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At the end of the chat, the agent has the ability to leave a commitment if follow-up is needed Scheduling a Commitment in CXone
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If the customer has been non-responsive, after 2 minutes the agent may disconnect the chat.
The agent should make attempts to connect with the customer prior to disconnecting the chat by using phrases such as:
“Hello, are you there?”
“Have I answered all your questions today?”
“Is there anything else I may assist you with?”
After 2 minutes of no response, the agent may disconnect the chat by responding:
“Hello (customer name),
I've noticed you have been away for quite some time so I will be ending the chat at this time. If you have any questions, please feel free to reach out to us again. We are more than happy to help!”
Dispositions and notes are required for all interactions Dispositions and Notes . The agent’s status will not convert to AVAILABLE until after a disposition is entered.
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When complete, process the chat according to Dispositions and Notes
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