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 the agent will receive a message containing the reason the customer selected for the chat:
When the agent accepts the chat
The customer information is displayed
A text box for the agent to reply
The interaction timer starts
While on the chat, the agent has the option to transfer to another agent or skill Transferring a Call in CXone
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
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.
When complete, process the chat according to Dispositions and Notes
If the issue is not resolved on the chat, follow-up with an email in Jira Converting a CXone Interaction to an Email follow-up