Using Web Self-Service - Avaya Interaction Center User Manual

Chapter 6 Performing Chat & Email Tasks
Start collaboration automatically when monitoring a chat session – (Supervisors only) If you
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are a supervisor and you monitor multiple sessions and you do not use Shared Browsing in the
sessions, you may want to select this option. Otherwise, every time you start to monitor a
session, a browser opens to enable Shared Browsing in that session, and every time you leave a
session, the browser closes.
Automatically save resources during logout – If you select this option, any new resources are
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always saved when you log out, and you do not get a message asking if you want to save them.
Confirm before deleting a resource or folder – If you select this option, whenever you start to
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delete a resource or a folder, a dialog box asks if you are certain you want to do this.
Leave copy of original when copying resource to new location – If you select this option,
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whenever you drag and drop a resource from one folder to another, the original resource
remains in the original location while a copy of that resource is created in the new location.
Use resource when double-clicked – If you select this option, whenever you double-click a
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resource, its contents are inserted into the email or sent to the chat customer immediately. If
you do not select this option, when you double-click a resource in a chat session, the resource
moves to the Text Entry area, where you have a chance to view or change it before sending it to
the customer.

Using Web Self-Service

The Web Self-Service database contains commonly requested information about products and
services that your contact center supports. This makes it possible for your customers to find
answers to their questions by themselves. The database is also referred to as the FAQ (frequently
asked questions) database.
You can also help your customers find answers in this database, in the following ways:
For your chat customers:
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Use the Auto-Sync feature to lead them to the appropriate documents
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Push URLs of the documents to them
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For your email customers:
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Email them the URLs of the appropriate documents
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w Paste the contents of the documents in your email responses
For your telephone customers:
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Read to them the URLs or the contents of the appropriate documents
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Email them the URLs or the contents of the documents
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For all your customers:
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Create resources using the contents of the document
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172 Avaya Agent User's Guide