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In this example the agent has the option to push the request back into the queue to the next most suitable agent or accept the interaction. This can be configured to your requirements.
NB: If the agent does not accept the chat within a given time frame, it will go back to the queue automatically. This is a failsafe for agents who may not manage their status/presence correctly. See this setting in the below section https://cytrack.atlassian.net/wiki/spaces/CSD/pages/300351538/Configuring+CyCX+for+Web+Chat#Set-CyChat-Options
On accepting the chat, the agent can also see prenence of other agents and can transfer and/or invite additional agents to participate in the chat. All chat context will be available to such additional agents.
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Chat completion codes are configured in the Queue configuration settings ‘Completions’ tab as per usual queue setup
Automatic messages can be configured for customer chat initiations outside the Chat Queue operational hours within the ‘Chat’ tab
Chat transcripts can be automatically sent to Email as required. SMTP Sender Profile will be required to be configured. NB: with CRM integration, chat logs will be stored within CRM as required
Selecting the ‘Auto Callback’ option will change the Chat web form into a callback form. This means that the information entered will be added to a configured callback CyTrack Campaign, which then points to a CyTrack CyCall outbound calling queue.
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Supervisor Screen
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Configure CyChat
A Chat Source must be created from the CyChat administration page. The chat source information will be matched against the CyCX configuration shown in the next section. Please click here for more information. NB: To get to the Chat Admin page refer to this page.
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As with all Queues, a supervisor may use the CyDesk Manager to move agents around queues, and see snapshot information and statistics relating the queues.
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Create & Configure Chat Queue
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