Chats
Overview
This Chats module allows you to manage the records of all chat sessions conducted and any retained chat transcripts.
What are Chats?
Online chat offers a real-time transmission of text messages from sender to receiver. Chat messages are generally short in order to enable other participants to respond quickly. Thereby, a feeling similar to a spoken conversation is created, which distinguishes chatting from other text-based online communication forms such as Internet forums and email.
A transcript of each chat conducted between an agent and the contact is stored in the contact centre.
1. Display Chats
This feature allows you to navigate the list of Chat Records registered in the contact centre.
From this list, you can locate a particular chat or set of chats.
Open the Workspace.
Select Chats from the Management menu.
A list of chats is displayed when you first open the Chats module. This is a display of all the records of chats between Agents and Contacts during the last seven days of an active campaign. The default Seven Day Filter can be changed using the From and To fields in Search Options. When the default filter is applied, the applicable dates are displayed above the header.
Each row contains the following fields:
Column | Contents |
|---|---|
 | Click on this icon to select the chat record. |
Interaction | The Agent Interaction ID and the Agent name below it. |
Date & Time | The timestamp at the commencement of the chat session |
Campaign Name | The name of the campaign associated with the chat |
Duration | The duration of the chat session. |
Wrap Code | The wrap code applied to the chat by the agent |
Action Icons
When you hover your mouse over a chat record, action icons appear:
Column | Contents |
|---|---|
 | Click on this icon in the row of a chat record to view a transcript of the chat session. |
 | Click on this icon in the row of a chat record to open the Edit Wrap Code dialog. |
Quick Search
If you know the Agent Interaction ID, enter that number into the Quick Search and click on the search icon to locate the chat record with that ID. You may have obtained the Agent Interaction ID from a report you were viewing.
Search Options
This advanced search feature allows you to reduce the list of chat records displayed by adding one or more search criteria.
Click Search Options to open the advanced search options.
Enter your search criteria.
Click Search.
The search criteria include:
Control | How to use this control |
|---|---|
From Date/Time | Click in the date field to open the calendar control. Use the arrows to navigate between months. Click on the correct first day of your search. If required, click in the hour field to set the hour as well. |
To Date/Time | Click in the date field to open the calendar control. Use the arrows to navigate between months. Click on the correct last day of your search. If required, click in the hour field to set the hour as well. The default setting is today's date. |
Campaign | Click in the campaign field to a view the list of campaigns available to you. Select a campaign from the list or select All. The Status Code and Agent search options will be altered to show only the options available to the campaign you select here. |
Wrap Code | The wrap code is the label applied when a communication is ended to summarise the communication. Click on the wrap code field to see a list of the codes used in the campaign you have specified. Select a wrap code from the list or select All. |
Agent | Click on the agent field to see a list of the agents assigned to the campaign you have specified. Select an agent from the list or select All. |
2. Edit Wrap Code
In the Edit Wrap Code dialog:
Click on the drop-down list of wrap codes that are available to the campaign associated with the chat.
Select the correct wrap code.
Click on Update to save your change(s), close the dialog, and return to the Chats Display.
Click on Cancel to close the dialog without saving any changes.
The Edit Wrap Code dialog presents the following information about the interaction between the agent and the contact:
Chat Details
Data | Description |
|---|---|
 | Agent Interaction ID The ID is displayed alongside the Agent name. |
 | Timestamp This is the date and time for the start of the interaction with the duration of the chat session in brackets |
Campaign Details
Data | Description |
|---|---|
Campaign Type | Chat |
Campaign Type | Arrow direction: pointing right |
Campaign Name | The name of the campaign. |
3. Chat Transcript
The Chat Transcript dialog opens:
Chat Details
Detail | Description |
|---|---|
| Agent ID The ID and name of the agent involved in the call |
| Wrap Code The wrap code selected at the completion of the call |
| Time Stamp The date, time, and duration of the call |
 | Campaign Name The name of the campaign to which this call belongs |
Deleted by: | The user who performed the deletion |
Deleted on: | The date and time of the deletion |
Reason: | The stated reason for the deletion |
Commit Buttons
Delete Transcript | Click Delete Transcript to initiate the file deletion process. You will be prompted to enter a reason for the file deletion. ConfirmClick Confirm to confirm the audio file deletion process.CancelClick Cancel to abort the audio file deletion process. |
Done | Click Done to close the dialog and return to the Chats display. |
4. Desktop Notifications
Desktop notifications draw the agent's attention to events around Chat, Email, Preview, Autowrap, and Autopause.
There are visual and audible prompts in place highlighting that the agent's attention is required under the following conditions:
If the agent toolbar is not in the foreground and the agent state changes then a notification is sent.
The notifications are sent when the agent is moving to *Wrap* from Talking, to *Preview* from Waiting, and to Autopause.
There are also notifications sent, if:
There is a customer in the Chat Queue waiting
There is an email in the Email Queue
Clicking on the notification will bring the Agent Toolbar to the foreground.