Handling Simultaneous Chat Sessions - Avaya Interaction Center User Manual

Chapter 5 Managing Chat Sessions
8 Manage the JoinUs conference as appropriate, by using Auto-Sync or pushing URLs to your
customer and their friend, or watching your browser as they send pages to you and each other.
Everyone in the session can see the same pages and chat about them.
9 When your customer and their friend indicate that they are finished, tell them that you will
close the session. Say good-bye.
10 Wrap up and complete the Join Us session.

Handling Simultaneous Chat Sessions

You can handle more than one chat session at the same time. For example, you could chat with a
new chat customer while your other chat customers are reading material you sent them, trying out
your suggestions, filling out forms, and so forth.
Tip: If you plan to handle multiple sessions, it is a good idea to set the "Away from Desk"
message, as described in
sent to the customer whenever you do not respond within a period of time you specify.
To handle simultaneous sessions with multiple customers:
1 Be sure you are available for the number of simultaneous sessions you want to handle. (See
"Changing Your Agent State," on page 46
2 While handling a chat session, double-click the name of another customer from the Chat task
list (usually the next in line from the top).
The Web Agent changes to display your chat session with the new customer. An icon for a new
Internet Explorer browser is added to the Windows Task Bar, beside the icon for your previous
chat customer.
3 Type and send a message to the new customer.
4 Whenever you have a chance to return to the original customer, click that customer's contact in
the Chat task list.
The Web Agent changes to display information about this contact, including the transcript of
your previous conversation.
146 Avaya Agent User's Guide
Tip: You may want to tell your customer and friend that they can also lead the others
to a Web page by going to the page (or pasting the URL of the page in the URL box),
and clicking Send Page in their applet.
Note: If your customer or their friend closes their browser or clicks the End Chat
button, the session continues between you and the other person.
"Setting Preferences," on page 165. The "Away from Desk" message is
and "Setting Your Channel Loads," on page 49.)