Avaya Interaction Center 6.0, User Manual, Page: 133 / 220

Using Resources in a Chat Session
Issue 1.0 June 2002 133
Using Resources in a Chat Session
Resources are previously prepared text, emails, or URLs that you can send repeatedly to different
customers by chat or email. Resources save you the time and tedium of typing the same things
again and again. Text and email resources may contain such things as greetings, closings, and
answers to frequently asked questions. Email resources may have information already entered in
the To, Cc, Bcc, and Subject fields, and they may contain attachments. URL resources may be
links to company Web sites, such as a page about exchange policies.
When you are in a chat session with a customer, you can send text and URL resources. Although
you cannot send an entire email resource from a chat session, you can send the text of the email
resource.
When you are in a chat session or when you have selected a chat contact, you see the following
folders in the Resource Area of the Web Agent:
n Global Resources – Resources that your administrator or supervisor has prepared for you and
other agents. All agents in the group the resources were prepared for see these resources when
they log in.
n
Agent Resources – Resources you create yourself for your own use. These resources are saved
with your account. Other agents cannot see the resources that you create.
n Migrated Resources – You see this folder after you import migrated resources. Your
administrator will inform you if you need to do this. If you do, see
“Importing Migrated
Resources,” on page 164 .
For information and examples of the resource types (text, email, and URL), and instructions on
creating resources, see
“Creating New Agent Resources,” on page 157 .
To send a text resource while in a chat session:
1 If you want to see all the resources within all folders, click the Expand All Folders button
above the Resource Area. If you want to see only the main folders, click Collapse Folders.
Tip: To expand or collapse the contents of an individual folder, right-click the folder
and select Expand Folder or Collapse Folder.
2 If you want to limit the resources that you see, select the type of resource you want to see from
the “Filter by” drop-down menu and select one of the following menu options:
w
[Blank – Displays all types of resources for all tenants and all languages.]
w
Tenant – Displays only the resources for a specified tenant, which may be any group in an
organization, such as a company, location, or workgroup.
w
Language – Displays only the resources for a specified language.
w
Text Resources – Displays only text resources.
w URL Resources – Displays only URL resources.
w
Email Resources – Displays only Email resources.