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Chat

Incoming Chat

When an incoming chat is presented, the agent workspace will display the following:

Click the green tick to accept the incoming chat.

After the incoming chat is accepted by the agent, the agent workspace will display the following:

Inchat Controls

Transfer To Agent

Select this option if you wish to transfer the chat to another agent.

Once selected this will open the company directory.

Click on the agent you wish to transfer the chat to, this will then transfer the chat to the selected agent.

Transfer To A Queue

Select this option if you wish to transfer the chat to another queue. Once selected this will open the following window:

Select the queue you wish to transfer the chat to using the drop-down menu, followed by selecting “Transfer”.

Chat Template

Agents can click the icon to insert a template.

If the template icon isn’t visible, enable it through the NEONNOW Admin app.

After Chat Work

After an agent has completed a chat, they will enter into the After Chat Work state.

Whilst in the After Chat Work state, the agent can complete Campaign Type & Wrap up Code.

You will be able to see the time the chat commenced, the duration of the chat and the Chat Histroy.

Click the View Chat History to view the Chat History.

Create a callback Agent task

Click on Create a callback button whilst in the After Chat Work state

Fill in callback details, assign to an agent or queue and schedule date & time for the callback to occur

 

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