Viewing The Customer's Datawake Record; Escalation Page - Avaya Interaction Center User Manual

Chapter 5 Managing Chat Sessions
Other agents may not be able to join the Sametime session.
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For more information about Sametime, see the Sametime user guide.
To begin a Lotus Sametime session:
1 Assure that the person with whom you are in a chat session has Lotus Sametime installed and
wants to join you in a Sametime session.
2 Click the Lotus Sametime button.
A browser opens with a drop-down menu of services.
3 Select the type of service you want.
4 Enter your Sametime login ID and password.
Your customer's browser and your browser connect in a Sametime session.
5 See the Sametime help system for information on handling the session.

Viewing the Customer's DataWake Record

The customer's DataWake™ record is a list of the Web pages that the customer has navigated
since they last opened their browser and visited the company Web site. The DataWake record
includes links to two types of pages that the customer visited:
Escalation pages – Pages from which customers send an email or request a chat session.
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Browse pages – Other pages in the company Web site, such as the Web Self-Service pages,
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support pages, and product information pages.

Escalation Page

If your company supports multiple escalation pages from different companies (often classified as
"tenants"), you may want to know which Web site the customer was visiting when they sent an
email or requested the chat that you are handling.
To access the customer's escalation page:
1 Display the contact in the Chat Management window.
2 Select Tools > DataWake or click the DataWake button.
A dialog box is displayed with a link to the escalation page from which the customer requested
the chat session.
3 Click the link to see the page.
150 Avaya Agent User's Guide
Note: When no chat contact is being handled, the DataWake option is disabled, and
nothing happens when you click the DataWake button.