Avaya Interaction Center 6.0, User Manual, Page: 126 / 220

Chapter 5 Managing Chat Sessions
126 Avaya Agent User’s Guide
The Web Agent opens in Chat mode, as shown in the following illustration:
4 Read the customer’s question in the scroll box above the Transcript area. You may need to
scroll to see the customer’s entire question.
5 Consider whether any of the Global Resources or Agent Resources are appropriate to send to
the customer.
For information on viewing resources, see “Viewing Your Resources,” on page 161 . For
information on adding resources to a chat, see “Using Resources in a Chat Session,” on
page 133 .
6 Put your cursor in the Text Entry area and type a message in response to your customer’s
question.
Customer’s
question
Type your message here