Handling A Basic Chat Session - Avaya Interaction Center User Manual

Chapter 5 Managing Chat Sessions

Handling a Basic Chat Session

This section presents the basic procedures that you use when you interact with a customer in a chat
session. Before you go through the procedure, it is important for you to understand a chat session
from the customer's point of view.
When customers visit the Avaya™ Interaction Center (Avaya IC) Web site that you are supporting,
they can click buttons to ask for different types of help. If they click a Chat button, they are
prompted to log in either with their user name and password or as a guest. When they click OK, a
small computer program, the Customer Chat Applet, is downloaded from the Web site to their
computer desktop, beside their Internet browser. The customer will type chat messages to you in
the Customer Chat Applet.
As the request is routed, a message displayed in the Customer Chat Applet informs them that an
agent will be with them shortly. If the request is routed to you, you see the chat contact in your
Chat task list. As soon as you double-click the contact, the customer sees a message in the applet
that you have arrived to help them
You should begin the chat session as instructed by your contact center administrators. For
example, you may type "Hello" and introduce yourself.
Note: Before you begin chatting with your first customer, check with your administrator to learn
whether you send chat messages to customers by clicking the Enter key on your keyboard or by
clicking the Say button in the Web Agent.
To interact with a customer using chat:
1 Make sure that you are available to handle chat by looking at the Chat button in the Web Agent.
If the button has a yellow X, click the button to make yourself available for chat.
When the Agent icon does not have a yellow X, you are available to receive the number of chat
contacts that is set for you in your channel load. (See
page 49
Status Bar at the bottom of the Web Agent.
2 In the Chat task list, double-click the contact you want to accept for a chat session. Usually this
is the customer who has been waiting in queue the longest, whose name is at the top of the list.
If this is your first chat contact since you logged in (or the first chat session you are monitoring,
if you are a supervisor), the File Download dialog box is displayed, asking you to choose what
to do with aimagentcl.hta file. This dialog box will not appear again until your next login
session.
Caution: You must open this file (not save it), as indicated in Step 3.
!
124 Avaya Agent User's Guide
for information.) Your channel load for chat is also displayed in the Chat icon in the
Tip: The aimagentcl.hta file is necessary for Shared Browsing. It opens browsers for
you to share with your chat customers.
"Setting Your Channel Loads," on