Being Alerted To A New Chat Contact - Avaya Interaction Center User Manual

Chapter 5 Managing Chat Sessions

Being Alerted to a New Chat Contact

Chat requests sent by customers who click the Chat button on the company Web site may be routed
to you whenever you are available for email.
With chat, it is particularly important to respond quickly. Depending on how the Avaya IC
software has been set up at your contact center, you may be alerted to a new chat contact in two
ways:
By a sound. A Contact preference lets you determine whether you are alerted with a sound. For
n
information, see
By a screen pop. This is a dialog box that asks if you want to suspend your other contacts to
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begin handling the new chat contact. The "Wait for confirmation before accepting a contact"
preference lets you determine whether screen pops are displayed when new contacts arrive. For
information, see
If you are alerted to a chat contact but do not acknowledge it within a preset amount of time, the
contact is assigned to another agent and removed from your Chat task list. The amount of time is
set by the administrator of the WebACD Server configuration.
122 Avaya Agent User's Guide
"Setting Preferences," on page
"Setting Preferences," on page
Note: When a screen pop informs you that a new chat contact has arrived, clicking
OK or pressing the Enter key begins the chat session with the customer. Be careful
not to click OK or Enter accidentally when a screen pop appears. To be sure that you
do not do this, you can turn off the "Wait for confirmation before accepting a contact"
preference.
165.
165.