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Wrapping Up and Completing a Chat Contact
Issue 1.0 June 2002 153
Wrapping Up and Completing a Chat Contact
When you finish interacting with a customer in a chat session, you wrap up the session. This puts
you in WrapUp state. While in WrapUp state, you cannot receive another chat contact to replace
this one. You may need to enter information about the chat session while in this state.
To wrap up and complete a chat contact:
1 When you are certain that you have addressed all of your customer’s questions or problems,
make sure the customer understands that the session is about to end. Say thank you and good-
bye.
2 Click the Wrap button in the chat toolbar.
3 If you see a dialog box asking you to confirm your action, click Yes.
A WrapUp dialog box may be displayed for you to fill in information about this contact. Or you
may see a Prompter script displayed in the Avaya Agent.
Tip: You can set a preference to control whether this dialog box is displayed
whenever you wrap up a chat contact. See “Setting Preferences,” on page 165 .
4 If you see a dialog box or a Prompter script, answer all the questions appropriately. For
information about the dialog box or the script, see
“Wrapping Up Contacts,” on page 67 .
5 If you want to finish any follow-up tasks while you are in WrapUp state, do them now.
For example, you may want to submit information you used with this customer to the Web Self-
Service database. (See
“Using Web Self-Service,” on page 172 .)
6 Click the Complete button in the chat toolbar.
The chat contact is completed. It is removed from your Chat task list.