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iService User Guide

The Manage Chats page lists all waiting and assigned chats, as well as all chat agents available for each topic. The manage chats page is similar to the Manage Messages page, except the actions and view of chats are designed for chat interactions. Agents that have the Chat.Supervise access right in their user type can view the Manage Chats page.

 

The Manage Chats page

The Manage Chats page

 

1.Topic List: you can see the status of all of your cues in the topic list. Select the topics that you want to monitor, and a list of their chats will be displayed in the chat list to the right.

2.Available Agents: The number of chat agents logged in and available that have skills for the topic. Hover over the number to see the names of available agents.

3.Waiting Chats: The number of chats in each topic requested by customers that are waiting for an agent.

4.Assigned Chats: The number of chats in each topic assigned to an agent.

5.Subject: The subject of the chat entered by the customer or selected from a menu in the customer chat window.

6.Contact Name: The name of the customer that is chatting.

7.Time in Chat: The time since the initial operator accepted the chat. This is updated in real-time on the chat supervise page.

8.Wait Time: The time the customer waited before their chat request was accepted. This is updated in real-time until the chat is assigned.

9.Assigned To: The iService Agent currently assigned to the chat.

10.Topic: The topic of the chat.

11.Chat details: You can monitor the chat in real-time from this view. You will see comments is there entered by the customer and the agent. You can take all of the same actions inside the chat, or you can use the mass update actions for multiple chats.

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