Chat in CXone

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 customer contacts Support via chat, the agent will receive a message containing the reason the customer selected:

When the agent accepts the chat, the following is displayed:

The customer information
A text box for the agent to reply.
The interaction timer

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.

SOP: Customer Authentication Policy

While on the chat, the agent has the option to transfer to another agent or skill Transferring a Call in CXonearchived

At the end of the chat, the agent has the ability to leave a commitment if follow-up is needed Scheduling a Commitment in CXonearchived

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 Notesarchived . The agent’s status will not convert to AVAILABLE until after a disposition is entered.

When complete, process the chat according to Dispositions and Notesarchived

If the issue is not resolved on the chat, follow-up with an email in Jira Converting a CXone Interaction to an Email follow-uparchived