The Web Agent While Handling Chat - Avaya Interaction Center User Manual

Chapter 1 Overview
Message Composition Area – Area where you compose an email. It may contain the message
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that you are replying to in addition to the message that you compose.

The Web Agent While Handling Chat

The following illustration shows the Web Agent window during a chat session.
Menu Bar
Main Toolbar
Resource Toolbar
Resource filters
Resource
Area
Status Bar
The features of the Web Agent window in Chat mode are as follows:
Menus – The names of menus that contain commands. Click the name of a menu to open it and
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display the commands.
Main Toolbar – Buttons below the menu bar for quick access to frequently used commands for
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email or chat. See
Resource Toolbar and Filters – Buttons for resource-related commands and a Filter menu for
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displaying only the type of resources you want to see. See
Resource Area – Pane that contains resources, which are previously prepared text responses,
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emails, and URLs (Internet addresses) that you can send to customers. The resource area may
contain folders for each of the following: Agent Resources, Global Resources, Email
Templates, and Suggested Responses.
Resource Preview Scroll Box (not shown) – When you select a resource from a folder and then
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click the Preview Contents check box, a scroll box displays the contents of the resource.
Company Logo – Area that displays a logo that represents a company. If your contact center
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supports different companies or tenants, the logo may change, according to the Web site from
which the customer requested the current chat session.
28 Avaya Agent User's Guide
"The Main Toolbar," on page
Customer
Question
34.
"Resource Toolbar," on page
Information bar
Company
logo
Transcript area
Text Entry area
Send bar
39.