Using The Chat Task List - Avaya Interaction Center User Manual

Using the Chat Task List

The Chat task list displays all the chats that are currently assigned to you. Your Chat task list may
be located near the bottom of your Media pane. Your Chat task list may look something like this:
Each entry in your Chat task list relates to a different chat contact. If you have more than one chat
contact in the Chat task list, you can click each contact in turn to display its customer question. For
each chat contact, the Chat task list displays the following information:
Customer question – The text the customer typed when requesting a chat. The question is
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displayed only when you select the chat contact. The question is also displayed in the Web
Agent when you double-click to make this the active contact.
Name – The name that the user chose when creating an account, and logging in to the account,
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on the Web site. The user may have logged in as a guest.
Duration – The length of time the customer has been assigned to you. This time runs
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continuously until you complete the contact.
Waiting – The length of time the customer has been waiting for a response from you (that is, the
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time that has passed since the customer's last response or since the customer requested to chat).
Chat contacts in which a customer requested a phone call (Chat & Phone) or a VoIP call (Chat
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& VoIP) display the icons used for those features in the Web Agent.
Each chat contact has a customer icon. The color on the customer icon changes as the status of the
chat contact changes. Shirt colors and other symbols indicate status as follows:
Red – It is your turn to respond. (The customer has been waiting longer than the maximum
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desirable time set up by your administrator.)
Green – You sent the last chat message and you are waiting for the customer to respond.
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Yellow – It is your turn to respond. (The customer responded recently. The length of time the
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customer has been waiting has not yet exceeded the maximum set by your system
administrator.)
n Blue (with an arrow symbol) – The contact has been transferred to you.
Exclamation mark (or another symbol, if this has been customized) – It is the customer's turn to
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respond.
The customer has been idle for awhile.
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Oldest contact
Chat contacts currently assigned to you
Customer question (empty when
your cursor is not over a contact or
when no chat contact is selected.)
Using the Chat Task List
Issue 1.0 June 2002 123