7Chat

Chat

While self-service and email response management can solve the majority of customer issues, Oracle RightNow Chat Cloud Service (Chat) offers the best venue for certain queries, such as helping customers finalize purchases.

Chat for agents

As a chat agent, you can serve customers in real time through typed conversation.

While chatting, you can send predefined responses and URLs to customers, offering a faster response time. When you need assistance with a chat session, you can conference another agent into a chat or transfer a chat to another agent. Both the conference and transfer features can be useful if another agent is more knowledgeable in a particular area.

By default, when you begin chatting with a customer, Chat creates an incident from the chat session, which results in all correspondence being recorded to the knowledge base for resolution and reporting purposes.

Logging in to Chat

Once Chat is enabled and your profile includes chat permissions, you can log in as an agent from the Live Media bar.

The Live Media bar appears on the content pane regardless of which navigation list is selected or what is displayed on the content pane.


This figure shows the content pane, with the Live Media bar highlighted.

Live Media bar

With the Live Media bar, you can log in, log out, and set your status in Chat.

In addition, you can request chats and cancel chat requests, manage active chat sessions, and view the status of your connection with the chat server.

The following table describes the options available on the Live Media bar.

Table Live Media Bar

Button Description
Login Chat Click to log in to Chat. The Agent Status drop-down menu (located next to Login) is enabled.

This button appears only when you are logged out.

Logout Chat Click to log out of Chat. The Agent Status drop-down menu (located next to Logout) is disabled.

This button appears only when you are logged in.

Agent Status Click this drop-down menu to select an agent status type and status.

Chat contains default agent status types of Unavailable and Available. By default, the Unavailable status type is selected, but your administrator can select Available as your default status type. In addition, your administrator can add custom statuses and select any of them as the default.

Available This status type signifies that you are available to chat.
Unavailable This status type signifies that you are not available to chat.
In Meeting This status indicates that you are in a meeting and unavailable to chat.

By default, this status does not display on the Agent Status drop-down menu.

On Break This status indicates that you are on a break and unavailable to chat.

By default, this status does not display on the Agent Status drop-down menu.

Request Chat Click to request (pull) a chat from the queue.

By default, chats are pushed to you by the system. This button is enabled only if Pull Chat permission is set in your profile and you are available to chat.

Cancel Request Click to cancel a chat request after it has been pulled from the queue.

By default, chats are pushed to you by the system. This button is enabled only if Pull Chat permission is set in your profile, you are available to chat, and the Request Chat button is not active.

Active Chats If you are chatting with multiple customers, click this drop-down menu and select a chat session to participate in. When you are not chatting with customers, the drop-down menu is disabled and displays No Chats. When you are engaged in a chat session, the name of the customer you are chatting with displays in the menu.

The color of the selections in the Active Chats drop-down menu correspond to the customer tab colors.

Connectivity A symbol with all green bars signifies that your connection to the Oracle server is excellent. A symbol with yellow bars signifies that your connection to the Oracle server is intermediate, but could be better. A symbol with a small red bar signifies that your connection to the Oracle server is poor. A symbol with white bars covered by a red circle signifies that you are logged out of Chat.

Log in to Chat

Log in to Chat and view Chat–Real Time reports.

Procedure
  1. Click Communication Center on the navigation pane.

  2. Double-click Chat Agent Home–Real Time or Chat Supervisor Home–Real Time in the navigation list. The dashboard opens on the content pane.

    The Chat Agent Home–Real Time dashboard refreshes every fifteen seconds or less, depending on server load. The following reports display on the Chat Agent Home dashboard.
    • Chat Agent Queue Snapshot—Shows the service statistics for each chat queue that the logged-in agent is assigned to.

    • My Chat Agent Statistics—Shows chat agents their basic chat statistics, including average response time, engaged time, and chats completed.

    • Current Chat Queue Statistics—Shows the service statistics for all of the chat queues.


    This figure shows the Chat Agent Home dashboard, and is described in the surrounding text.

    Note: If the Chat Agent Home–Real Time or Chat Supervisor Home–Real Time reports do not display in your navigation list, you can add them if you have the correct profile permission. Refer to profilenavigation set.

  3. Click Login Chat on the Live Media bar.

  4. Click Agent Status and select Available. Your administrator can configure your profile so that you are automatically logged in and available to chat after logging in to Oracle Service Cloud.

Change your chat options

Visual and audible alerts are available to notify you when customers request to chat or when they update existing chat sessions. You can change certain settings to provide the most effective assistance possible.

Procedure
  1. Click File and select Options > Communication Center to view chat options.

  2. Select from the chat notification options described in the following table.

    Table Chat Notification Settings

    Field Description
    Incoming Chat Assignment Notification Incoming Chat Notification options apply only to new chat requests.
    Flash Window Select to flash the minimized window on the Windows task bar whenever a new chat arrives.

    This option is selected by default.

    Play Sound Select to enable an incoming sound alert whenever a new chat arrives.
    Show Toast Select to display a toast notification whenever a new chat request arrives.

    This option is selected by default.

    Incoming Chat Post Notification Incoming Chat Post Notification options apply only to existing chats that are updated by the customer.
    Flash Window Select to flash the minimized window on the Windows task bar whenever a chat is updated by the customer.

    This option is selected by default.

    Play Sound Select to enable sound alerts whenever the chat is updated by the customer.
    Color Window Select to change colors on the customer tab as time passes to alert you that you need to respond to the customer.

    This option is selected by default. If this option is not selected, a colored icon will display on the customer tab whenever the customer updates the chat session.

    Incoming Chat Assignment Control Incoming Chat Assignment Control options apply only to new chat requests.
    Maximum Chat Sessions This number represents the maximum number of chat sessions that you can have open at one time. Click the up arrow to increase sessions and click the down arrow to decrease sessions.

    The maximum number is set by your administrator in your profile.

    Stagger Incoming Chats (Seconds) This number represents the amount of time that elapses before you are offered another chat. Click the up arrow to increase seconds and click the down arrow to decrease seconds.

  3. Click OK to save your chat notification settings.

Chat sessions workspace overview

It is important to familiarize yourself with the chat sessions workspace before chatting with customers.

Your main role is to chat with customers and access tools to answer their questions. This is accomplished through the chat sessions workspace.

The following figure shows the standard chat sessions workspace for an agent after accepting a chat request from a customer. Keep in mind that what you see may be different if your administrator has created a custom chat sessions workspace and assigned it to your profile.


This figure shows the standard chat sessions workspace. It contains the following fields: First Name, Last Name, Email, Question, Contact, Incident, Date Requested, Interface, Queue, Compose (options: SmartAssistant, Search Knowledgebase, Standard Text). The workspace also contains the following tabs: Engagement, Incidents, Page Peek, Visitor Browser History.

Notice in the previous figure the customer’s name on the content pane tab. Additional tabs will display when you are engaged in multiple chat sessions.

After you accept a chat request, read-only customer fields display at the top of the content pane. Refer to View incidents submitted by a customer. Much of the information listed on the content pane is also provided in the toast invitation you see before accepting the chat request.

Chat ribbon

While chatting with customers, multiple chat agent tools are available on the chat ribbon.

The following table describes the buttons on the chat ribbon.

Table Chat Ribbon

Button Description

Undock

Click to undock the chat workspace editor from the console and display it in a separate window.

Terminate

Click to terminate the chat session.

Wrap-up

Click to conclude the chat and enter wrap-up mode.

Wrap-up mode allows you to do any post-chat tasks before automatically receiving the next chat request. Tasks can include creating an incident from the chat, adding the chat to an existing incident, or creating an opportunity from the chat.

Join

Click to join a chat session while monitoring a chat.

This button is disabled until you begin monitoring a chat session.

Leave

Click to leave a chat session during a conference.

For this button to be enabled, you must be the agent who was conferenced into the chat.

Transfer

Click to transfer the customer to another agent.

Conference

Click to conference another agent into your chat.

Change Lead Role

Click to select the lead chat agent.

You must be involved in a conference session for this button to be enabled.

Add to New Incident

Click to create an incident from the chat session while the chat is in progress or after you have entered wrap-up mode.

Chat correspondence that is added to an incident is read-only and cannot be edited.

Add to Incident

Click to add the chat correspondence to an existing incident.

Chat correspondence that is added to an incident is read-only and cannot be edited.

New Opportunity

Click to create an opportunity from the chat session while the chat is in progress or after you have entered wrap-up mode.

Offer Advisor

Click to present an offer to the customer.

Offer Advisor must be enabled. Contact your Oracle account manager.

Chat session workspace tabs

Below the customer’s contact fields is a tab set containing information about the chat session and the customer’s existing incidents.

  • Engagement—The Engagement tab is where you chat with customers.
    • The Transcript section contains all chat correspondence between you and the customer. As text is sent from the customer, it appears in the Transcript section with a time stamp. After you send text to the customer from the Compose section, it is added to the Transcript section with a time stamp.

    • The Compose section is where you respond to a customer during a chat session. You can use SmartAssistant to request answers from the knowledge base, manually search for answers in the knowledge base, and send predefined text and URLs to the customer.

  • Incidents—The Incidents tab is where you view incident that the customer has submitted prior to requesting the chat.

  • Page Peek—The Page Peek tab is where you view a snapshot of the web page that the customer was viewing when the chat was initiated.

  • Visitor Browser History—The Visitor Browser History tab is where you view a list of up to fifteen URLs tracking the pages of your organization’s website that the customer was viewing prior to initiating the chat. The amount of time browser history is retained is configured using the VS_PURGE_NON_PAGELOAD_EVENT_DAYS configuration setting (Agedatabase/Batch Processing/Visitor Service).

Note: Engagement engine must be enabled in order to configure and use page peek and visitor browser history. Contact your Oracle account manager. We recommend creating a custom chat workspace and removing these tabs if you are not using page peek or visitor browser history.

Chat with a customer

If you are the agent selected for a chat request, you will receive a toast notification.

Through chat notification settings, you can also enable sound notification.

By default, the toast notification contains customer information, including the customer’s first and last names, email address, and any incident custom fields that have been configured by your administrator.


This figure shows a toast notification window, and is described in the preceding text.

Procedure

  1. Click Accept on the toast invitation to accept the chat request and activate the chat session. An automatic greeting is sent to the customer and displays in the Transcript section.

    Note: By default, you have fifteen seconds to manually accept or decline an incoming chat request. After fifteen seconds, the toast notification closes and the chat request is returned to the chat queue from which it originated.

    This figure shows a chat-session window, and is described in the surrounding text. It contains the following fields: First Name, Last Name, Email, Question, Contact, Incident, Date Requested, Interface, Queue, Compose (options: SmartAssistant, Search Knowledgebase, Standard Text). The window also contains the following tabs in the transcript section: Engagement, Incidents, and Page Peek.

    The customer tab is gray until the customer asks a question. After the customer asks a question, the customer tab turns green to notify you that it is your turn to respond. By default, the customer tab will change from green to yellow when a customer has been waiting for a response for thirty seconds. When the tab changes to red, it signifies that a customer has been waiting for sixty seconds. After you respond to the customer, the tab color changes back to gray. The timing of the changes in tab color can be configured by your administrator.
    Note: If Sneak Preview is enabled, you see the customer’s entry in italics as it is being typed, allowing you to begin composing a response. Once the customer sends the message, the customer’s message changes from italicized to regular font. It is a best practice to wait to respond until the customer has sent the message. If you have multiple active chats, you will only see Sneak Preview for the chat in focus.

    Additional customer tabs will display if you are engaged in multiple chat sessions. To manage the individual chat sessions, simply click the appropriate tab when the color changes from gray to green. You can also move between active chat sessions using the Active Chats drop-down menu on the Live Media bar. The colors of the selections in the drop-down menu correspond to the colors of the customer tabs.

  2. Type your reply in the message text box in the Compose section. By default, Render As is selected when responding to customers. To send XML, HTML, or any other type of markup language to the customer without the tags being rendered, you can select Leave As Plain and all of the markup tags will display in the response to the customer.

    To copy and paste text, press Ctrl+c and Ctrl+v. To start a new paragraph, press Shift+Enter.

    As you type, an inline spell checker recognizes misspelled words and marks them with a red zigzag underline. Right-clicking the misspelled word presents a list of substitute words from which you can choose. You can also choose to add words to your spell check dictionary. Refer to Spell checking.

  3. Click Send or press Enter to send your response. Your response is added to the Transcript section and the customer’s tab color changes back to gray, signifying it is the customer’s turn to respond.

Email address sharing in Chat

Email address sharing lets you associate a single email address with multiple contact records.

By default, email address sharing is disabled, but when it is enabled and a contact submits a chat request, the Email field on the chat sessions workspace displays a yellow icon with a black exclamation point if a duplicate email address is detected by the system. Although contact-matching logic is used to determine which contact to associate the chat session with, you can manually change the contact association by clicking the Contact field and selecting Change. Refer to customer portal.

Using agent chat tools

Agent chat tools give you access to customer information, SmartAssistant suggested answers, answers in the Oracle Service Cloud knowledge base, and standard text.

In addition, you can transfer chats to other agents, conference other agents into your chat sessions, access guided assistance guides, and cobrowse with customers. Agent chat tools are available only when chatting with customers.

View incidents submitted by a customer

You can tailor your assistance to customers if you know what issues they are experiencing. For example, if a customer has an open incident in Oracle RightNow Cloud Service (Service), you can view the contents of the incident while chatting with the customer.

Procedure
  1. While chatting with a customer, click the Incidents tab.

    This figure shows the contents of the Incidents tab, which you can access while chatting with a customer.

  2. Double-click an incident to open it. Refer to answers.

  3. After reviewing the customer’s current incidents, click the Engagement tab to return to the chat.

Search for a contact record

You can access additional information about the customer using the Contact Search feature.

For example, if the customer has a contact record in the knowledge base, you can see any organization association and where the customer is located.


This figure shows the location of the Search icon in the chat-session window. The icon appears to the right of the Contact field.

Procedure
  1. Do one of the following:

    • If a contact record exists, the customer’s name appears in the Contact field. Click the customer’s name and select Open to open the contact record. Depending on your profile permissions, other options (Change, Add New, Print, and Clear) will also be available. Refer to Contacts: Overview.
    • If a contact record does not exist for the customer, the Contact field is blank. Click Search to the right of the Contact field to open the Contact Search window. Refer to navigation set.

  2. After viewing or editing the contact record, click OK to return to the chat session.

Access SmartAssistant suggested answers

While chatting with a customer, you can use SmartAssistant to suggest answers for a customer’s question.

SmartAssistant searches the knowledge base and returns possible answers related to the chat history text. A new window opens containing links to the suggested answers. If an answer is pertinent, you can add the answer text or the answer link to the Compose section and send it to the customer.

Procedure
  1. Click SmartAssistant on the Compose section. The SmartAssistant window opens.

    This figure shows the SmartAssistant window, and is described in the surrounding text.

  2. To add the answer link to your response, click Add as Link.

  3. To add the answer text to your response, click Add as Text.

  4. Click Close to close the SmartAssistant window.

Searching the knowledge base

As you respond to a customer’s question, you might remember answers that address similar issues. Rather than conducting a time-consuming hunt of the knowledge base to find the relevant answers, Service lets you search for specific answers.

Using any of four text searching techniques, you can quickly identify answers to resolve a customer’s question. Refer to Append answer content.

Insert standard text

Frequently used responses and URLs can be prepared in advance so that you can quickly send them to customers.

This tool not only helps you assist customers more quickly, but also eliminates typographical errors. Your administrator can also define shortcut IDs for standard responses and URLs. Then, you can type an ID in the Shortcut field and press Enter to automatically insert the response or URL in the message text box in the Compose section.

Procedure
  1. Click Standard Text on the Compose section. The Standard Text window opens.

  2. Do one of the following:

    • Double-click a standard text item to automatically insert it into the Compose section of the response.
    • Click a standard text item to add it to the Preview section of the Standard Text window and click OK.
    • Drag the standard text item from the left column into the Compose section of the response.
    • Copy the text in the Preview section and paste it into the response.

    To search for standard text, click Find in List above the left column. If an HTML version of the standard text item is available, it displays by default in the Preview section of the window. Otherwise, the plain text version displays.

    Tip:  If you know the shortcut ID, from the Compose section of the response, you can press F8, enter the hot key sequence, and click Enter. The standard text is inserted into the response.

    This figure shows the Standard Text window, and is described in the surrounding text.

    The standard text is now ready to send to the customer.
    Note: If your organization uses variables in standard text, such as contacts.first_name, you can type (or copy and paste) the variable inline when responding to a customer. The variable is then replaced with the appropriate data before you send your response to the customer. If a variable entry does not have a value associated with it, you must type the value before sending your response to the customer.

  3. Click OK to close the standard text window.

Transfer a chat to another agent

When necessary, you can transfer a chat to another agent during a chat session. This feature is helpful when another agent has more experience with a specific topic than you do.

Procedure
  1. At any point during your chat session, click Transfer. The Select Names window opens.

    This figure shows the Select Names window, and is described in the surrounding text.

    Note: Select Transfer to Queue if you are not aware of a specific agent who can accept the transfer. Chat will then route the chat to an agent in the queue.

  2. When you see the agent you want to transfer the chat to, select the agent’s name and click Request. The agent receives a toast notification to accept, view, or decline the transfer request.

    If the agent clicks View, the toast invitation closes, the chat transcript appears on both of your workspaces, the Compose section indicates In Transfer Consultation, and a message area is highlighted in blue for private messaging. You and the agent can chat before the other agent accepts or declines the transfer request. The customer cannot view messages sent in the private message area.


    This figure shows what the Compose section of the chat-session window looks like after you have requested to transfer the chat to another agent and that agent has clicked View. The section indicates In Transfer Consultation, and a message area is highlighted in blue for private messaging.

    If the agent clicks Accept, the associated contact and incident are automatically saved, and the chat is transferred to the agent. Once the transfer is made, the customer is notified that you left the chat and the new agent’s name appears in the chat transcript instead of your name.

    If the agent declines the conference, the chat stays with you.

Conference another agent into your chat

Agent conferencing is another way Service helps you provide superior service to your customers.

Conferencing can be useful when you want to include another agent in your chat session to help you solve a customer’s problem.

Procedure
  1. At any point during your chat session, click Conference. The Select Names window opens.

  2. When you see the agent you want to conference into the chat, select the agent’s name and click Request. The agent receives a toast notification to accept, view or decline the conference request.

    If the agent clicks View, the chat transcript appears on both of your workspaces, the Compose section indicates In Conference Consultation, and a message area is highlighted in blue for private messaging. You and the agent can chat before the other agent accepts or declines the conference request. The customer cannot view messages sent in the blue private message area.


    This figure shows what the Compose section of the chat-session window looks like after you have conferences another agent into a chat and that agent has clicked View. The section indicates In Conference Consultation, and a message area is highlighted in blue for private messaging.

    If the agent clicks Accept, the new agent is conferenced into the chat session. The chat transcript appears on both of your workspaces. Once the conference starts, you and the customer are notified. Each person can send text and all those in the conference can see the message text and the name of the person who sent it. The Leave button is disabled on your ribbon because you initiated the conference. The agent you conferenced in must click Leave to exit the conference.

    If the agent declines the conference, the chat stays with you.

Access guided assistance during a chat session

The Guided Assistance control can be added to custom chat sessions workspaces so guides are available when you chat with customers.

At any point during a chat session, you can search for a guide or select a guide to resolve difficult questions.

Note: Guided assistance must be enabled before you can access guides on the chat sessions workspace. Contact your Oracle account manager.
Procedure
  1. While chatting with a customer, click Search for a Guide or Select a Guide on the Guided Assistance control. The Search for a Guide or the Select a Guide window opens.

  2. To insert a question into the guide, click Add to Chat. Add to Chat is available for all questions and text explanations in guides.

    If the Leave as Plain Text option is selected, all HTML tags and other code that is entered in the reply (including the code in guides) will display as unrendered.

    The Include Choices check box controls how chat message text is formed from questions when you click Add to Chat. When the Include Choices check box is selected, the chat message text that is added to the Compose section includes both the question and its choices. When it is not selected, it includes only the question.

    The Automatically Send check box controls what happens to the chat message text when you click Add to Chat. When this check box is selected, the chat message text is automatically sent to the customer. When it is not selected, it is added to the Compose section of the chat and is not sent to the customer until you click Send.


    This figure shows the Guided Assistance control, with the Add to Chat link highlighted. It is described in the surrounding text.

Cobrowse with a customer

With Cobrowse, you can guide a customer through a web page using your mouse or other pointing device to demonstrate actions.

In effect, you take control of the customer’s web browser to show the customer how to complete an action. Cobrowse helps eliminate the confusion that can arise when giving instructions to customers through dialog or text. Cobrowse is also effective for assisting customers in filling out forms or completing a sale.

Note: Cobrowse must be enabled before you can begin a session with a customer. In addition, you can engage in only one cobrowse session at a time.
Procedure
  1. While chatting with a customer, click Screen Sharing. A message informs you that an invitation is being sent to the customer to start a cobrowse session.

    After the customer accepts the cobrowse request, the chat transcript is updated with a link so you can view the customer’s desktop. Cobrowse is also available for customers using mobile devices.


    This figure shows the chat transcript with the link you can used to view the customer’s desktop highlighted.

  2. Click the link to view the customer’s desktop. Focus shifts from the Engagement tab to the Cobrowse tab, where the customer’s desktop displays.

    This figure shows the Cobrowse tab, in which the customer’s desktop is displayed.

    The cobrowse toolbar allows you to control the cobrowse session. The following table describes the buttons and fields on the cobrowse toolbar.

    Table Cobrowse Toolbar

    Button/Field Description
    Mode Click this drop-down menu to select a cobrowse state, which specifies how much control you have over the customer’s desktop.
    View Only Select this option to view the customer’s desktop.
    View + Pointer Select this option to view the customer’s desktop and use a labeled mouse as a pointing device on the customer’s screen.

    With this option selected, mouse-click functionality does not work on the customer’s desktop.

    View + True Pointer Select this option to view the customer’s desktop and control the movement of the customer’s mouse or other pointing device.

    This option is only available when cobrowsing in Advanced Mode. With this option selected, mouse-click functionality does not work on the customer’s desktop.

    Full Control Select this option to view the customer’s desktop, control all mouse or other pointing device functions (pointer and mouse clicks), and use your keyboard to enter information on the customer’s desktop (for instance, to help the customer fill out a form).

    In Advanced Mode, this option also allows you to navigate to other company web pages.

    Advanced Mode Select this option to escalate to the Advanced cobrowse state with access to the customer’s entire desktop and to cobrowse with View + True Pointer and Full Control in Advanced Mode.
    Client Info Displays the customer’s environment information for operating system, browser version, client version, and escalation mode.
    Disconnect Click to end the cobrowse session.
    Connection Quality Information Displays the strength of the connection in a bar graph.
    Zoom In Click to zoom in on the customer’s desktop.

    This button is available only in Advanced Mode.

    Zoom Out Click to zoom out on the customer’s desktop.

    This button is available only in Advanced Mode.

  3. Click Disconnect to disconnect from the cobrowse session. Both you and the customer are notified when the cobrowse session has ended. The customer can also disconnect from the cobrowse session at any time.

    Note: Although cobrowse information is not recorded to the chat transcript, it is recorded to the knowledge base and can be viewed using standard cobrowse reports. Refer to Cobrowse session reporting.

Wrap-up and terminate a chat session

Either you or the customer can end the chat session. If the customer ends the session, a message asks if you want to terminate or wrap up the session. Alternatively, you can click the Wrap-up or Terminate buttons to end the session.

By default, an incident is created when a chat session begins and an Incident field displays as a key field containing the incident’s reference number. You can edit the incident while chatting with a customer by right-clicking the reference number and selecting Open.

Your administrator can configure chat to create an incident when you terminate or wrap-up a chat automatically, or by prompting you to save the chat as an incident for tracking and reporting purposes. If you choose to create an incident, it is assigned to you with a status and status type set by your administrator. The dialog from the chat session is inserted as a response thread.

Procedure

  1. To enter wrap-up mode, click Wrap-up.

    1. Complete any post-chat tasks such as creating an incident, adding the chat to an existing incident, or creating an opportunity from the chat. You can edit this incident in the same manner as any other incident, including changing the incident subject.

      When you create an incident, the chat transcript is inserted as a response thread on the Messages tab. The party that initially disconnected from the chat (customer or agent) is also identified in the response thread. In the event the chat transcript is converted to an incident and emailed to the customer, private chat messages that took place between you and other agents during the chat are hidden to prevent customers from seeing them.

    2. Click Terminate to close the chat session.

  2. To end the session without entering wrap-up mode, click Terminate. The chat session closes and the chat transcript is inserted as a response thread on the Messages tab of the incident.

Chat for supervisors

Through real-time reporting, Chat makes it easy to manage a group of agents. It is important to familiarize yourself with the Chat Supervisor Home–Real Time dashboard before monitoring agents.

If you think it is necessary to intervene in a chat session, you can do so at any time by joining the chat and monitoring it.


This figure shows the Chat Supervisor Home dashboard, and is described in the surrounding text.

The following reports display on the Chat Supervisor Home–Real Time dashboard. The Chat Supervisor Home–Real Time dashboard refreshes every fifteen seconds or less, depending on server load.

  • Current Chat Queue Statistics—Shows the service statistics for each chat queue.

  • Current Chat Agent Statistics—Shows the service statistics for each chat agent.

  • Chat Supervisor Queue Snapshot—Shows all current chat engagements, which includes customers who are waiting to chat with agents. You can view all agents and their active chat sessions, the number of customers waiting to chat, the average wait time, and the average time duration of chats. Refer to Monitor a chat session.

Monitor a chat session

If you notice a chat duration that is unusually long, you can monitor the chat to see if there are any problems. By making sure chats flow through the system without interruption, you are increasing customer satisfaction.

When you monitor a chat session, the chat automatically opens on the Engagement tab. The look and feel of the Engagement tab is the same for both supervisors and agents.

Tip: When monitoring a chat, you might want to disable auto scrolling on the chat sessions workspace so the Transcript window does not automatically scroll to the newest thread every time an agent or customer updates the chat session. For information about the Auto Scroll Control Position property, refer to Selected Object properties.

Procedure

  1. Click Login Chat to log in to Chat.

  2. From the Chat Supervisor Queue Snapshot report, right-click the chat you want to monitor. The chat session opens on the Engagements tab and you can view all correspondence between the agent and customer. At this point, the agent does not know the chat is being monitored.

  3. To join the chat you are monitoring, click Join. The Compose section is activated and the agent is notified that you joined the chat.

  4. To send a message to the agent, type your message in the Compose section. The Private check box is selected by default to ensure that the customer does not see your message to the agent and does not know you are monitoring the chat. If you want the customer to see your message to the agent and to be notified that you are participating in the chat session, clear the Private check box.

  5. Click Send to send your message to the agent.

  6. To leave the chat you are monitoring, click Leave. You are disconnected from the chat and the monitoring session ends. The agent is notified that you left the chat. If you cleared the Private check box during the monitoring session, the customer is also notified that you left the chat.

Chat for customers

The Chat page is the customer interface where customers chat with agents.

Because the Chat page is integrated with the customer portal, it can be customized to suit your customers’ needs.

After customers submit a chat from the Live Help page on the customer portal, the Chat page opens. This page displays a wait time and queue position when customers are waiting to chat. In addition, customers can search the knowledge base for answers to their questions while they are waiting to chat with an agent.

The following figure shows the Chat page after an agent accepts a customer’s request to chat. What your customers see may be different if your administrator has customized this page.


This figure shows the Chat page after an agent accepts a customer’s request to chat, and is described in the surrounding text.

The following table describes the options available on the Chat page.

Table Chat Page

Button Description
Mute button. Described in the text. Mute Customers click to mute incoming sound notifications.
Print button. Described in the text. Print Customers click to print the chat correspondence at any time.
Send an Off the Record Message button. Described in the text. Send an Off the Record Message Customers click to send unrecorded messages during the chat session.

This button appears only during a chat session. Agents cannot send unrecorded messages to customers. If the chat session is saved as an incident, the unrecorded message displays as “<username>: Message Removed.”

Disconnect Customers click to disconnect from the chat session.

This button appears only during a chat session.

Close Customers click to close the Chat page.

This button appears only after a chat session is disconnected.

Attach File Customers click to send file attachments during the chat session.

This button appears only during a chat session.

Send Customers click to send messages to an agent.

This button appears only during a chat session. Customers can also press Enter to send messages.

Chat with an agent

Customers chat with an agent from the Live Help page.

Procedure

  1. From the Live Help page, the customer fills in the required information and clicks Submit Request. The Chat page opens. While Chat searches for an available agent, the customer is placed in the wait queue and is provided with the estimated wait time and position in the queue.

    This figure shows the Chat page with Status: Searching and displays a “Searching for an available agent” message.

    After an agent accepts the chat request, the status section changes from Searching to Connected, and the Chat Dialog section opens with a greeting from the agent.


    This figure shows the Chat page with Status: Connected highlighted.

  2. The customer types a question and presses Enter or clicks Send. The customer’s question is added to the Chat Dialog section.

  3. The agent responds to the customer. The agent’s response is added to the Chat Dialog section.

  4. After receiving an answer to the question, the customer clicks Disconnect to terminate the chat session. The agent is notified that the customer has disconnected.

  5. The customer clicks Close to close the Chat page and return to the Live Help page.

Chat customer reconnect

In the case of a crashed browser or otherwise improperly terminated chat session, the chat reconnect feature allows customers to reconnect to their previous chat session.

When customers are unintentionally disconnected from a chat and attempt to chat again, they receive a message stating that an existing chat session was found and are given the option of resuming that session. Upon reconnecting to the chat session, the Chat page is populated with all chat correspondence that was present before the chat became disconnected, and customers can resume the chat session where they left off without having to wait in a chat queue.