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.
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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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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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