Avaya Interaction Center 6.0, User Manual, Page: 148 / 220

Chapter 5 Managing Chat Sessions
148 Avaya Agent User’s Guide
2 Click the Supervisor Mode button in the main toolbar of the Web Agent.
If you have not participated in or monitored a chat session since you last logged in, the File
Download dialog box is displayed, asking you to choose what to do with the aimagentcl.hta
file. This dialog box appears the first time you begin to handle a chat contact or monitor a chat
session during your login session. It does not appear again until the next time you log in and
begin to interact with a chat customer or monitor an interaction.
Caution: The aimagentcl.hta file is necessary for Shared Browsing. It opens a separate Internet
browser for each session that you monitor or participate in. If you do not plan to use Shared
Browsing in sessions that you monitor, you may want to select an option that keeps browsers from
opening for each monitoring session. See
“Setting Preferences,” on page 165 for more information.
3 If the File Download dialog box is displayed, click “Open this file from its current location.”
Then click OK.
An Internet Explorer icon is added to your Windows Task Bar. This is the browser you will use
if you monitor a chat session in which the agent and customer share browsers.
A Monitoring panel is added to the Web Agent, above the Resource area. It displays a tree
showing your workgroup, the agents who are in chat sessions currently, and the customers with
whom they are chatting, as shown in the following illustration.
Tip: To expand the window and see more of this tree, hold your cursor over the
bottom edge of the Monitoring panel. When you see a small arrow with a point at
each end, drag the edge of the panel down, as far as you want. You can drag the edge
back in similar manner.
!
Arrow used to increase or
decrease the size of the
Monitoring panel. See the tip
below for instructions.
Workgroup
Chat customer
Agent
Current chat sessions