Avaya Interaction Center 6.0, Руководство пользователя, Страница: 147 / 220

Monitoring a Chat Session (Supervisors Only)
Issue 1.0 June 2002 147
5 If your current chat contact load allows you to handle more chat customers and you want to add
another, repeat Steps 2-4. (Your contact load for chat is the maximum number of chat contacts
you can handle simultaneously. This number, which can change during your login session, is
displayed in the chat icon at the bottom right of the Web Agent.)
Tip: If you find that one of your chat customers needs more attention, you can
transfer that contact to another agent by clicking the Transfer button.
6 Return to interact with your other customer by clicking the name in the Chat task list.
Tip: You can double-click any currently active contact in the Chat task list to have
the Web Agent window display that chat session.If you are handling multiple
contacts simultaneously, the logo in the Web Agent window may change when you
select a different contact from the Chat task list. This can help you distinguish
between different customers quickly. (If you double-click an
in active contact, a new
session begins.)
Tip: You can use the Shared Browsing features with each chat contact. Use the
Internet Explorer icons in the Windows Task Bar to switch between the browsers.
7 When you are finished with any of the chat customers, select the name from the Chat task list.
Wrap up and close this session as usual. (See
“Sharing Browsers with a Customer,” on
page 128 .)
The other chat sessions remain active until you wrap up and close them.
Monitoring a Chat Session ( Supervisors Only )
If you are a supervisor, one of the most important ways that you can ensure quality is to monitor
your agents’ chat sessions. You can enter a chat session and “view” the interaction between the
agent and the customer in real time. You can also have other supervisors join you in observing an
agent.
When you first enter the chat session, neither the agent nor the customer can see you. You can
allow both of them to see you by clicking the Visible option and “speaking” (sending text
messages). When you are visible, both the agent and the customer can also see you if you leave.
If you want to monitor a session without anyone knowing you are there, you can leave yourself
Invisible. This makes it possible for you to observe natural interactions for training purposes. It
also helps ensure that your agents perform well because they know that you may be monitoring
them at any time.
To monitor a chat session:
1 If you want to give your full attention to monitoring a chat session, you may want to set your
availability for voice, chat, and email to 0 in Avaya Agent.
Tip: If you prefer to monitor while you handle a chat session of your own or reply to
an email, you can do this. Use the Chat Management and Email Management buttons
in the main toolbar to switch between contacts, as desired.