Chat

When you have Chat permissions, you see a drop down availability box in your banner. You can choose to make yourself Online - Available, at which point the Chat Queue window appears.

Chat for Analysts

Before you start

Analysts must:

• have Chat Analyst permission selected in the Options tab of their IPK Management security role

• be listed as a Chat Analyst for the partition in the Self Service Portal Settings (Partitioned) window

• have the option to Prompt to Save on Close selected

1. Then you can view all waiting, unanswered and answered chats before selecting a "waiting" one to answer.

2. Selecting an "answered" or "unanswered" chat will display the associated call details.

3. Once you accept the chat, the Chat window opens on screen, and you can chat in real time with the user.

4. Once you pick up a call and the call details window appears, close the first call back to ensure that the SLA records the contact with the user.

5. You can end the chat by closing the window or selecting Close Chat from the pop up menu.

6. Make yourself Online - Available when you are ready to take your next call.

The chat is recorded in the call’s history. This includes the chat start and end times, the contents of the chat, and a link in ASM Core that reopens the chat in the Chat window. The call source is stated as 'Chat'.

Chat for Managers

Before you start

Analysts who are chat managers must:

• have Chat Manager permission selected in the Options tab of their IPK Management security role

• be listed as a Chat Analyst for the partition they manage in the Self Service Portal Settings (Partitioned) window

1. Select > Chat Queue. The Chat Queue window appears.

2. Alternatively, if you are also a Chat Analyst, use the chat availability drop down on the toolbar by changing your status to Online - Available to open the Chat queue window.

3. Select the Chat Manager option on the left, if it is not already selected. The Chat Manager screen lists the manager's Chat Queues and the Chat Analysts who are assigned to those queues.

4. In the Chat Queue you can:

   • Select a queue. Analysts displayed in the Chat Analyst table are updated to reflect the selected queue.

   • Change the status of queues. Select the Enabled checkbox to set the status to "Online", or deselect to set the status to "Offline".

   • A message appears to analysts in an online queue that is changed to offline.

5. In the Chat Analyst table you can:

   • See the chat User. When analysts are in an active chat session, the User's name appears in the table.

   • Change the status of analysts. Select the current status of the analyst to see a list of other available statuses. If required, select a different status.

   • A message appears to analysts when their status is changed.