Avaya Interaction Center 6.0, User Manual, Page: 142 / 220

Chapter 5 Managing Chat Sessions
142 Avaya Agent User’s Guide
9 When you are certain that the customer is satisfied, say good-bye and hang up the telephone.
10 Click the Wrap button in the Web Agent to wrap up the Chat & VoIP contact.
The chat contact and the VoIP contact are both wrapped up as a single contact. Your customer’s
applet informs them that the session is finished.
11 Click the Complete button when you are ready to complete the contact.
The chat contact and the VoIP contact are both completed as a single contact.
Transferring a Chat Contact
Occasionally may want to transfer a chat contact to another agent who is more qualified to handle
it or to your supervisor to handle a customer who needs more attention.
You can use the Unified Agent Directory (UAD) to transfer the chat contact to someone who is
currently available to handle the session. You can use the following features to transfer the contact:
n Blind Transfer - Transfer the contact and have it immediately removed from your Chat task list
and the Web Agent. The transferred chat waits in queue until the person to whom you
transferred the contact clicks the contact in their task list. If the agent does not answer soon
enough, you can cancel the transfer or continue to chat with the customer until the second agent
is available.
n
Cons (Consultative) Transfer - Transfer the contact and chat with your customer and the other
agent as you make the transfer. You can introduce the customer to the other agent and explain
the nature of the call.
n
Conference - Transfer the contact and remain in the chat session as long as you want after the
other agent arrives. You can add more people to the conference by repeating conference
procedures for each additional agent.
You can also transfer a Chat & Phone or Chat & VoIP session. If the agent you transfer is available
for both chat and telephone, both the chat session and the call are transferred. If the agent is not
available for the call, the chat session alone will be transferred.
If you want to transfer a chat contact to agents with specific skills, follow the instructions in
“Looking Up Agents with the Find Option,” on page 62 to find the agent. Then return to Step 4 of
the procedure below to complete the transfer.
You can transfer a chat to a person but not to a queue.