Navigate within the Agent Client

3
Spaces by Moxie™ Chat
Agent Training Guide
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Table of Contents
Get Started in Agent Client ..................................................................................................................... 3
Scenario 1: Log into the Agent Client.................................................................................................. 3
Scenario 2: Change Your Status to Online(Ready) .............................................................................. 5
Scenario 3: Automatic Changes to Your Status .................................................................................. 5
Scenario 4: Change Agent Status to Unavailable (Offline).................................................................. 6
Navigate within the Agent Client ............................................................................................................ 7
Scenario 5: Navigate within the File Menu ......................................................................................... 7
Scenario 6: Understand How to Exit the Agent Client ........................................................................ 8
Scenario 7: Access the Workspace Menu ........................................................................................... 9
Scenario 8: Access the View Menu ..................................................................................................... 9
Scenario 9: Help Menu:..................................................................................................................... 11
Understanding the Agent Client ........................................................................................................... 12
Scenario 10: Understanding Service Lines ........................................................................................ 12
Scenario 11: Review the Chat Window Layout ................................................................................. 14
Scenario 12: Chat Request from Customer’s Perspective ................................................................ 14
Scenario 13: Accept and Manage a Chat Session Request ............................................................... 16
Scenario 14: Frequently Used Sayings & Quick Codes ...................................................................... 18
Scenario 15: Frequently Used Pages ................................................................................................. 21
Scenario 16: Use Assigned Services Lines ......................................................................................... 22
Scenario 17: Work with Multiple Chats ............................................................................................ 24
Scenario 18: View Customer History ................................................................................................ 26
Scenario 19: Transferring Chats to Agents and Service Lines ........................................................... 27
Scenario 20: Interact with other Agents ........................................................................................... 29
Setting Chat Application Options .......................................................................................................... 32
Scenario 21: Access the CIM Options ............................................................................................... 32
Scenario 22: Set Spelling Options ..................................................................................................... 32
Scenario 23: Chat Session Window Flash ......................................................................................... 34
Scenario 24: Last Action Chat Timer ................................................................................................. 35
Scenario 25: Set the Last Action Chat Timer ..................................................................................... 37
Scenario 26: Display Options ............................................................................................................ 38
Scenario 27: Set Profile Options ....................................................................................................... 39
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Get Started in Agent Client
OBJECTIVES:
These scenarios for Chat Agent are designed to teach you the basics of conducting
Chat sessions. At the conclusion of these exercises you will have learned the
following:
• Successfully log into the Agent Client.
• Modify your Agent Availability Status.
• Understand how to Log out of Agent Client.
Scenario 1: Log into the Agent Client
In order to handle chat requests, you need to be logged into the chat application.
The application is a web-launch tool that does not require you to download any
programs. However, you may be required to install Java the first time you login.
For more information about creating a browser bookmark or favorite, see the
solution document providing instructions.
Steps:
1. Access your Internet browser. Be sure you are logged into the 3M intranet
network (The 3M Source page will show your name in the upper right
corner.)
2. Enter http://go.3M.com/MoxieAgent. Click the GoTo button on your
Internet browser (or press Enter). The Agent Client Log-in page displays.
Please note the first time you login
you may be required to install Java.
When prompted, click “Run.”
3. From the Agent Client Log-in page, select the language from the dropdown list that you will use during your login.
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4. Click Start Agent Client. The Agent Client page launches. The tool has
been set up as a single-sign-on (SSO) application, so no login credentials are
required as long as you are logged into the 3M intranet network.
5. The Agent Client workspace will launch and the Availability pop-up displays.
Choosing this allows you to be able to
navigate the workspace without being
immediately available to accept a chat.
If you are set up to have chats “pushed”
to you, you may receive chats
immediately after clicking button.
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Scenario 2: Change Your Status to Online(Ready)
After you login, you may obtain chats in two ways: accept an auto-distributed
chat (push agent), or manually pull a chat from a Service Line (pull agent).
When chats are auto-distributed to Agents, you do not receive any chats until you
change your Availability status to Online (Ready).
Steps:
1. Click
to change your status to Ready. New Chat Requests are
routed automatically.
Note: The Status Availability Bar (lower right-hand corner of screen) changes color,
indicating your availability and the time spent.
2. For training purposes, DO NOT RESPOND to the Chat Session Request. Allow
the 30 seconds to run out.
Scenario 3: Automatic Changes to Your Status
Your status automatically changes to Chat Timeout if you do not take action
(accept, refuse, or transfer) on an auto-distributed chat in the designated amount
of time (i.e. 30 seconds). An Administrator sets the amount of time you have to
respond to the new chat request.
If the allotted time to take action expires:
• The Agent Availability dialog box appears and your status is changed to
Chat Timeout as shown below.
• Agents must then change their status to Available. You change your status
when you click Online (Ready).
The Agent Status Indicator Bar at the bottom of your screen shows Chat Timeout.
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Scenario 4: Change Agent Status to Unavailable (Offline)
The Agent Client features several selections for changing your status to
Unavailable (also known as Offline). These selections may include: Lunch/Break,
Training, and the default choice: Unavailable.
Steps:
1. From the Workspace Chooser Toolbar, select the Agent Status Icon
change your current availability status.
to
2. Select the appropriate Unavailable status from the menu.
Note: After your Agent status changes to Unavailable the Agent Status Indicator
Bar located at the bottom of the window is highlighted in red to indicate the
Status.
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Navigate within the Agent Client
OBJECTIVE:
In the following scenarios you will familiarize yourself with the Agent Client
workspace. You’ll learn to navigate in the following main menus:
• File menu: Agent select their Availability status and access Options for
display, etc.
• Workspace menu: Reset the Chat workspace if View panels have been
added. Editing options are typically used by supervisors or managers.
• View menu: Provides the Agent a choice of additional information panels
that can appear auto-hidden on the side of the workspace.
• Help menu: Agents may search for online Help content and verify their
application version.
Scenario 5: Navigate within the File Menu
The File menu contains commands to determine your availability status for working
with Chats, as well-as provide options for customizing your Workspace and Exit. In
the following scenario, you will navigate through the File menu.
Steps:
1. In the Main Menu bar, find
menu. The four menu bar options are
displayed: File, Workspace, View, and Help.
Main Menu
2. Choose the Online/Offline option to view the available status.
Types of Unavailable
3. Click on the
command to open the Options window.
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4. Close the Options window. We will return to these options later in the
session.(Setting Chat Application Options – Scenario 21-27)
Scenario 6: Understand How to Exit the Agent Client
As you complete your last Chat of a work shift, you should change your status to
Unavailable. You will need to log out of the Agent Client to end your work. There
are two ways to complete this.
Note: For training purposes, DO NOT EXIT the system.
Option 1
Steps:
1. Click the
2. Note the
menu.
exit icon.
Option 2
Steps:
1. The application has a Close button in the upper right corner of the
window.
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Scenario 7: Access the Workspace Menu
These menu starts with selections that allow you to view a Previous Panel, or move
to the Next Panel, instead of clicking them directly. The Edit Workspace
command is typically unavailable to agents. Changes in the Workspaces are
commonly done by Supervisors.
The most important Agent tool on this menu is the Reset Workspace option. If you
have selected additional panels from the View menu, you can reset your
Workspace to its original layout with this command.
Note: The ability to edit Workspaces and a majority of the commands on this menu
that relate to editing are permission-based, determined by the Administrator.
Steps:
1. From the Main Menu, select the Workspace drop-down icon
the permission-based options.
to view
Scenario 8: Access the View Menu
The View menu displays all of the panels available. This list is specific to the Chat
Workspace and will have different content if you also work with Email.
Steps:
1. Click
menu. A list of options is displayed.
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View Menu Options
2. Click the
View option from the drop-down menu. The AutoHide feature is enabled for the Agents panel. This tab allows you to see
which agents are logged on and what their current status is.
Agent’s Panel is enabled for Auto-hide.
Note: Auto-Hide enables Agents to hide panels when not in use. The Auto-Hide
panels are displayed as icons to the left of the Workspace.
3. Click the
on the Workspace. The Agents panel disappears and
becomes an icon to the left side of the Workspace.
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Scenario 9: Help Menu:
The Help Option serves as a quick reference for answers to related questions. In
this scenario, you will use the Help Option to searching content questions related
to the File/Options drop down.
Steps:
1. From the tool bar, choose
and Contents.
2. Using the Search tab, search for Chat Option and click Go.
3. From the list of results, choose “Chat,” which is listed under “Title.”
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Understanding the Agent Client
OBJECTIVE:
In the following scenarios you will learn to utilize Chat Workspaces that allow you
to effectively communicate with one or more visitors simultaneously. The
following selections allow you to customize chat information, and determine how
you communicate during Chat sessions:
• Service Lines: you can categorize the topic of their Chat session.
• Auto Distribute or Manually Pull Chat requests: have Chat sessions
automatically routed to you or manually assign them to you from a service
line.
• Manage Chat requests: reply a Visitor’s request record transactions
information for later viewing.
• Utilize Chat tools: customize the messages that you send to your Visitor.
A Workspace enables Agents to perform tasks more efficiently. CIM offers
predefined or custom designed Workspaces (whether permissions or by a
Supervisor) for Agents.
Note: The Edit Workspace Command is typically unavailable to agents. Changes in
the Workspace are commonly done by Supervisors.
Workspace Chooser for Chat
Active Chat Session
Scenario 10: Understanding Service Lines
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Service Lines are set up to manage incoming Chat request by subject matter. This
feature allows the Agent to target a Visitor’s needs. As an Agent, when you first
login to the Agent Client page and go online, you will receive incoming Chat
requests from the available Service Lines. Depending on your configured
workspace, the Service Line view displays the number of Visitors waiting in each
Service Line (queue).
After a Visitor submits their information from the Visitor Log-on page, the Agent
screen displays the following:
• Customer Name
• Amount of time the Visitor has been waiting in the Service Line.
• The subject matter to discuss.
• The Visitors log on URL.
• Sales Value (only applicable for Proactive Chat).
Depending upon the Agents access permissions, Chat requests can automatically be
routed two ways: they may be pushed to an Agent or pulled by the Agent.
The Service Line icons indicate if you have pull and/or push ( ) permissions by
Service Line. A red arrow
designates a pushed request, while a blue arrow
designates a pulled request.
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Scenario 11: Review the Chat Window Layout
In this scenario, you will learn the different panes and tools within the Chat panel
that will help you manage your Chat sessions.
The Chat Panel is located directly above the Web Browser/Data viewer area of the
Agent Client page. A minimum of one Chat Panel and a maximum of six Chat
Panels can be open at one time. The Chat Panel is made up of at least one Chat
session, a Chat entry field, and a transcript history.
IMPORTANT: The Red box
around the Chat indicates your
“Active” chat session. This is
something to watch for if you
have more than one active
session, so you don’t accidentally
enter text to the wrong person.
Scenario 12: Chat Request from Customer’s Perspective
In this scenario, you will experience what the customer sees when participating in
an active chat.
Below is what the customer will see when a chat is initiated. The tool has been set
up to inform the customer of their wait time and possibly their position in the
queue.
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Once an Agent receives the Customer Chat request, the visitor will see a system
message in the transcript area.
Agent Name will automatically appear
In the bottom left side in the visitor’s window, they will see the screen change
from the estimated wait time to a notification of being connected to a
representative.
After the Agent accepts the Chat session request, they can type a message in the
text field. When the agent is finished typing the message, they can either click
Send or press Enter. The customer’s chat page should look similar to the one
below.
Customer types their message and click “Send.”
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Scenario 13: Accept and Manage a Chat Session Request
In this scenario, you will play the role of an Agent and receive Chat session
requests. Before you begin, change the Agent Status to Available. Once you
receive a request you will:
• Accept the Chat session request.
• Reply to a Visitor in the Chat session.
• Find information about the Chat session.
• Log and review notes about a Chat session.
• End and disposition the Chat session.
Steps:
1. Navigate to the Status Icon
within the tool bar.
2. Your status shows you your current Agent Status which is Unavailable.
3. To make yourself Available to receive Chats (auto-fed/auto-distribution)
automatically, choose the ready icon
.
4. Wait until you receive a Chat request. When you receive a Chat request,
the New Chat Session Request dialog box appears. Review the information
it provides:
• Service Line: (the Service Line the Visitor chose).
• Visitor: Name entered by the Visitor.
• The Calendar Icon: Indicates the number of days since the Visitor last
chatted with an Agent. Icons are One, Seven and 30.
• Time in System: Time the Visitor has been waiting in the Service Line
queue.
• Subject: This is the request, question, or issue entered by the Visitor.
• URL: This is the Web site from which the Visitor requested a Chat.
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5. Click Accept. The Active Session Workspace opens and the Customer’s
request appears.
Type message and click “Send.”
6. Click
to view the details of the Chat session. The Information page
opens and displays the following:
• Name: Visitor name entered at login.
• Duration: Current session elapsed time.
• Session #: This is the reference ID assigned by the Server to the session.
• Email ID: Email address entered by the Visitor at login.
• Service Line: The Service Line selected by the Visitor at login.
• Current URL: Web site currently displayed on the Visitor’s browser.
• Browser info: Visitor’s current browser type.
• Visitor IP: Visitor’s IP address from which the Visitor is logged on.
• Language: Language selected by the Visitor at login.
• Visitor Client: Client type selected by the Visitor at login.
7. Place your mouse over each of the icons in the Active Session’s pane to
become familiar with them.
From left to right they are:
• End Session
• Maximize
• Transfer Session
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•
•
•
•
•
Check Customer Status
Start CoBrowse
Session Information
Session Summary
Suspend Session
8. Click the icon
to view the Chat Session Summary/Notes. The Session
Information page appears.
9. From the Session Information page, click on the Session Notes icon. This
tab shows Chat notes that were previously added by other Agents.
Scenario 14: Frequently Used Sayings & Quick Codes
To ensure that Agents are efficient and effective when managing their Chat
sessions, Agents may use the customized scripts, which provide a list of
Frequently Used Sayings and presentation scripts. When Chatting with a Visitor,
these can be sent to the Visitor.
In addition, Quick Codes may be used for sending Frequently Used Items to
customers. These variables are sent to the server, translated and the results are
sent to the Visitor as part of the session transcript.
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Steps:
1. Begin your conversation with the visitor by using Frequently Used Sayings.
2. Click the Frequently Used Sayings tab
appears.
and the sayings panel
3. Click one of the Frequently Used Saying folders and then double-click on
one of the Frequently Used Sayings. The text will populate in your text
field. This allows you to edit the message (if needed) before you send.
Note: When variables are added by the Administrator, Agents always see the
actual variable text of the Frequently Used Saying in brackets. The Visitor sees the
result/value of the variable after the server has translated it.
Agent name will auto-populate
4. View the server translation of the variable in the Frequently Used Saying on
the Visitor Chat page.
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Visitor’s view with the agent name
auto-populated.
For a more efficient method to apply Frequently Used Items, Agents can also use
Quick Codes. Quick Codes will add your Frequently Used Item into your chat.
Quick codes must be preceded by a back slash “\.” Continue your conversation
with the Visitor by choosing and using a quick code.
5. Type a back slash \ into the Agent Active Sessions chat panel.
6. Locate and click on a Frequently Used Item.
7. You will be prompted to confirm your selection. Click Yes.
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Scenario 15: Frequently Used Pages
Frequently Used Pages allow Agents to access and push (transmit) web pages to
the Visitor’s Chat page. An entire library of technical specifications, problem
solving and other Visitor information can be compiled and stored beforehand. This
allows you to access pages upon demand with a series of mouse clicks. All you
need to do is click an icon for a specific topic to display a list of pages and folders
that can be accessed.
One of the following conditions must be completed before proceeding with the
steps.
• An Agent must be available to accept Chat requests.
• A Visitor must be available to submit Chat requests.
Steps:
1. Click on the Frequently Used Pages tab.
Frequently Used Pages
2. Click a Frequently Used Pages folder and a list appears.
3. Double-click allows the message title to push the page to the Visitor. The
message displays in the Browser panel on the bottom of the page. This
allows you to preview the Web page before pushing it to the Visitor.
Additional Actions:
• Select other Frequently Used Items from the Tabs section:
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• Choose a Frequently Used Files and frequently used mail to’s and send
Visitors different email addresses they might need. These can include the
Agents, Supervisors, Sales, Tech Support, third-party vendors, or any other
email address.
4. When ending your Chat, utilize the Frequently Used Saying “closing”.
5. To begin the Wrap Up of your Chat session, click the Note icon
any Chat notes.
6. After you have completed the Chat session, click End Session
yes to end your chat session.
and type
and click
7. Categorize your session by using Disposition Codes. Click on the (plus sign
(+) and review to open the folders.
8. Click the Remove Session icon
section to receive another chat.
within the session note
Scenario 16: Use Assigned Services Lines
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Providing that you have the relevant permissions, you may manually pull a Chat
request from a different Service Line. You can only pull Chat requests from
Service Lines where you see the pull permission icon
.This permission allows you
to help out other Service Lines during busy times.
One of the following must be completed before proceeding with the steps:
• An Agent must have pull permissions and the participant playing the role of
a visitor must submit a Chat request.
• The Agent must make himself or herself unavailable to avoid automatically
receiving (pushed) a Chat request. The participant playing the role of a
Visitor must then submit a Chat request using any Service Line.
Steps:
1. Monitor the Service Lines for Chat requests. As soon as a Chat
request is submitted by the Visitor, the Service Line(s) will be
updated as shown below:
2. To manually pull or assign this Chat request double-click on the
Visitor’s name, or right-click and select
.
3. A Question dialog box displays, click Yes to pull the customer from
the Service Line and begin the Chat.
4. Send your visitor a greeting using the Quick Code for ‘Greeting’.
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Note: You may have to hit enter up to three times before the FUI is sent.
5. Correspond with your visitor and use the following FUI’s:
• Frequently Used Files: Use this feature to guide visitors to an FTP link.
Visitors can download files containing software, presentations, etc.
• Frequently Used MailTos: Use this feature to quickly send visitors different
email addressess that might be requested frequently.
• Auto Pilot Scripts: Use this feature to send automated series of questions to
the visitor’s browser. These Scripts are a quick way for Agents to gather
information.
Scenario 17: Work with Multiple Chats
There is a minimum of one Chat panel and a maximum of six Chat panels open
during an Agent login session. In the following scenario, you will arrange and work
with multiple Chat panels at one time.
Steps:
1. Make sure your status is Available and chat with two visitors
simultaneously using quick codes and frequently used items.
2. The active Chat session you are working on has a Red border. The
inactive session has a Blue border.
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3. To arrange the Chat panels in either a vertical or horizontal layout in
your Workspace, right click inside the border of one of the Chat
panels and select Arrange Sessions
. The Arrange
Sessions dialog box appears.
Note: The number of options
4. Click to select the vertical or horizontal layout.
5. Click OK. The vertical or horizontal layout for your Workspace
appear,
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Scenario 18: View Customer History
The Visitor History button provides access to the history of a Visitor associated
with a particular email address. This is the address given by the Visitor when
logging on to the server from a webpage.
Steps:
1. To view the Customer History while in an active chat, select the Customer
History tab at the bottom of the page.
Customer History
a. If your visitor is in a service line, highlight the visitor, right click your
mouse and choose Customer History.
6. The Customer History appears. Customer History is displayed for any
type of Visitor interaction for chat or email. The screen is a list of
the Customer’s previous chat sessions and previous email (if
applicable), listed in order of occurrence.
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Scenario 19: Transferring Chats to Agents and Service Lines
The Transfer Chat Session feature allows you to transfer a Chat session to another
Agent or a Supervisor, or to a different Service Line manned by one or more
Agents. You cannot transfer a Visitor to a vacant Service Line or to an Agent who is
unavailable.
Steps:
The following are three different ways that you can transfer a request or session:
1. When you receive a Chat request pop-up alert, you can click the
Transfer Call button.
2. When there’s a Chat Visitor waiting in a Service Line, you can rightclick and select Transfer Customer.
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3. When you’re in an active Chat session, you can click Transfer
Session
line.
and transfer the Chat session to another agent or service
To complete the transfer of a Chat session to another Agent, an Agent must be
Online/Ready to accept Chat requests. Otherwise their name is greyed out in the
list of logged on Agents.
1. Transfer one of the chats you are currently engaged in to another Agent.
Click Transfer Session from the Chat panel as shown below:
2. The Transfer Chat screen appears. Under Call Destination, select an
available Agent from the list.
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3. Click to select the Agent Name.
4. In the Comments field, enter any comments for the Agent.
5. Click OK. The Chat session transcript appears only after the receiving Agent
accepts the transfer.
6. After completing your Chat session, use the end session icon
to end your
chat. A End Session dialog box appears; click Yes to end the Chat session.
7. The Wrap up window appears in place of the Active Session. Type in any
comments or observations in the Notes panel.
8. Click a check box to select a disposition from the Disposition Codes
section.
9. Click the Remove icon in the Active Session panel to close the Wrap up
window.
Scenario 20: Interact with other Agents
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The availability status of other Agents can be seen in the Agents View Panel. It
shows a list of all Agents currently logged in. This function allows you to monitor
other Agents for their Agent Status (Available or Unavailable). You can see how
many calls other Agents are currently handling.
When you need to ask another agent a question and they are available, you
double-click the name of an Agent. An Instant Message window appears. Your
ability to Instant Message is dependent on whether or not your Administrator
has enabled it.
Steps:
1. Click the Agents tab and the Agents panel appears.
2. View the list of Agents.
2. From the Agent panel, double-click the Agent to send an instant message.
Online Agents appear in black and Offline Agents display in red. The Instant
Message window appears.
3. Type your message in the Text field located to the left of the Send button.
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4. To keep the window on top while you are using it, click
icon.
5. Click Send or press Enter to send the Instant Message. The window
populates with the time, “You” as the sender, and your message.
6. Click
to clear the window.
7. Click
to exit the Instant Message, or use the X for the window.
8. Before ending your final chat or logging out, put yourself in an Unavailable
status to ensure no further chats are pushed to you.
9. Log out of the chat application using either option
the Close option
workspace.
Or use
in the upper right corner of your
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Setting Chat Application Options
There is an Options link in both the File menu and on the Main Toolbar that
includes settings effecting only the displays and preferences of individual agents,
locally to their logins. The settings in this window may be standardized in your
customer service organization. Please confirm which settings you may edit with
your manager.
Scenario 21: Access the CIM Options
The following scenarios introduce Application Options. You will learn to change
application options as necessary to customize your Workspace. In this scenario, you
will select commonly used features from the Options menu for: Spelling, Chat,
Display, and Profile.
Steps:
1. Click
from the Main Toolbar.
2. From the Options window, the different Option tabs are displayed.
Scenario 22: Set Spelling Options
Use the Spelling option and have Agent Client automatically apply rules for
commonly used words, numbers, and characters. A built-in International Dictionary
will allow you to select options for Visitors in several languages. There are also
thousands of 3M Product Names included in the pre-programmed dictionary.
Steps:
1. From the Options window, click on the Spelling tab.
2. Review the list of Spelling Options and check the boxes as necessary.
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3. Click
to access the International Dictionaries.
Note: The Agent Client provides the option of choosing the default language used
by the spell checker when checking outgoing messages. If the license key does not
allow for CIM International dictionaries, then English (U.S.) is used as the default
language. To change the default language used by the spell check, select a
different language from the list.
4. Click
to access user dictionary.
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Note: CIM allows for the maintenance of user dictionaries that contain words not
usually found in the standard dictionary supplied with the program. This prevents
spell checker from flagging unrecognized but otherwise acceptable words each
time it runs.
Words that might be added to a user dictionary include company or product
names, acronyms and marketing or technological terms.
Note: The user dictionary may be maintained by the individual Agent. The Agent
may customize the spell checker picks -to flag specific words during a Chat session.
To add a new word to the user dictionary;
5. From the Options pane, click
6. Click the
button, the Edit user dictionary window appears.
7. Add a custom word by typing it in the Word window.
8. Click
to add it to the dictionary.
Scenario 23: Chat Session Window Flash
Individual Agents have the tools to configure the look of chats in their workspace.
Steps
1. From the Options window, click
2. From the Flash on New Visitor Message option list, specify a value for the
duration of the flash.
Note: If no option is selected, the duration will default to none. The available
values to set the Flash Session Borders are 1, 2, 4, 8, 10 & 20 seconds.
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Continuous flashing will allow the border to flash until a response is sent to the
Visitor (recommended).
Set the flash duration
Note: Be aware that more than one Visitor may respond to a Chat at the same
time. If more than one Chat panel receives a response from a visitor, each of the
Chat panels that received the response flash concurrently. The duration for which
the Chat panel border is set to flash doesn’t affect the actions of the Flash Added
Session’s Border option.
Scenario 24: Last Action Chat Timer
This timer can be customized to reset when a message is sent by the Agent,
received by the Agent, or when the Agent sends or receives a message.
In this scenario, you will change the default setting for the Flash on New Customer
option list and set the Chat Session window flash.
Steps:
1. From the File menu, select Options. The Options window is displayed.
List of Agent UI Options
2. Click the Chat tab in the Options window.
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These are our
recommended settings.
3. From the Flash On New Customer Message drop-down list, select
Continuous.
4. Uncheck the Stop Flash Session Border upon selection of Session option.
Note: Sending a message stops the flashing.
5. From the Reset Last Message Timer Upon drop-down list, select Sending or
Receipt of Message.
6. Select the checkboxes next to the following items:
a. Set focus on new session
b. Remove old session when ended
c. Auto-switch to new chat
d. Auto-expand disposition codes
e. Auto-expand Productivity Maximizer Folders (Restart req.)
f. Hide ‘Clear’ from right click menu list
7. Under Display (right hand side of Options box), choose Automatically Show
Detail.
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8. Click Apply and the Status page appears. This page shows the settings have
been saved.
9. Click OK and the Options page closes.
Scenario 25: Set the Last Action Chat Timer
In this scenario, you will change the default setting for the Last Action Chat Timer
option. Set the option that resets the Chat timer when the Agent sends or receives
a message.
Note: If you configured your Chat options as indicated in Scenerio 24, you will not
need to go through this step again.
Steps:
1. From the File menu, select Options and the Options page appears.
List of Agent UI Options
2. Click the Chat tab.
3. From the Reset Last Message Timer Upon option, select Sending or
Receipt of Message from the drop-down menu.
4. Click Apply and the Status page appears. This page indicates the settings
have been saved.
5. Click OK. The Options page closes.
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Scenario 26: Display Options
From the Display tab, Agents control the layout of text messages by changing the
font type and size of the text shown (Agent Chat Text and Customer Text). This
only impacts your display (the Visitor will not see any changes on their end).
Steps:
1. From the Options window, click
2. To change the font for the Agent Text, click
3. The Agent Font pane opens. Change the Font and Size of the chat displays.
4. Click
to change the font colour and click OK. The Select font colour
window opens.
5. Select a Font Color and click OK.
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Scenario 27: Set Profile Options
Within the Profile Options, you may add or disable sounds that alert you when
chats arrive.
Steps:
1. From the Options window, click on the Profile tab.
These are our
recommended settings.
2. To Disable Sounds, place a check in the box next to “Disable Sounds”.
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Time to Review
Log out of your Agent Client.
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