Managing chat sessions

A support agent has several options when handling open chat sessions. For example, the agent can request to close or release a session or transfer it to another agent.

The following table describes the options that agents have for managing chat sessions.

OptionDescriptionAction
CloseRemove a chat session from the chat window and close the chat when the session is complete or the issue is resolved. If integration with BMC Remedy IT Service Management is configured, a new incident is created. You are prompted to confirm that you want to close the session, and the self-service user is notified.In the chat session window, click Close.
Release

Release a chat session for reassignment. The self service user is notified that the support agent has released the ticket for reassignment. After releasing a chat session, the chat session goes to the Pending Assignment queue in the Support Agent Console. The next available support agent accepts the chat session just as with any other new chat session. The entire chat history is preserved and appears in the chat window.

In the chat session window, click Release.

Transfer

Transfer an active chat session to another support agent belonging to the same support group. The chat session shows as transferred in the chat session windows of both agents. The session status for both agents changes to Pending Transfer. The transferred chat is the only session that can be seen by the receiving agent until all the transferred sessions are accepted. The entire chat history is preserved and appears in the chat window, and the self-service user is notified. If the receiving agent does not pick up the chat within 30 seconds, it returns to the queue of the original agent.

Notes:

The View option in the Quick Action area of the console must be set to All to enable both agents to see the pending transfer session.

If an agent transfers a chat session to another agent belonging to a different support group, that agent does not see the transferred session.

  1. In the chat session window, click Transfer. The Transfer Chat Session dialog box opens, displaying a list of online agents belonging to that suuport group.
  2. (Optional) If the agent to whom you want to transfer the session is offline, on the Transfer Chat Sessions dialog box, select the Show Offline Agents check box.
  3. Click the agent name to whom you want to transfer the chat session. 
  4. Click Transfer.

AbandonIf a user leaves a chat session, an agent can mark it as abandoned. If integration with BMC Remedy IT Service Management is configured and is activated, the corresponding incident status is changed to “Cancelled”. The self-service user receives a message that the session has been closed and marked as abandoned. 

In the chat session window, click Abandon; then click OK.

Pause


 9.1.00

Pause a chat session window to temporarily suspend the chat session. The self service user is not notified that the chat session is paused. After pausing a chat session, the chat session goes to the Pending Assignment queue in the Support Agent Console and is marked Paused. If the self service user continues to chat with the support agent, the messages do not appear in the chat session window until the support agent rejoins the chat session.

Note: This action is discontinued in version 9.1.01 and is available only in versions 9.1.00 and earlier.



 9.1.00

In the chat session window, click Pause.


Leave
 9.1.00

Leave a chat session, but keep the session and the related incident ticket open until the incident is resolved. The self-service user is not notified; if the user continues to chat with the live agent, the messages do not appear in the agent's window until the agent rejoins the session.

Note: This action is available in versions 9.1.0 and 9.1.02. This action is not available in version 9.1.01.

 9.1.02

 Leave a chat session, but keep the session and the related incident ticket open until the incident is resolved. The self-service user is not notified; if the user continues to chat with the live agent, the messages do not appear in the agent's window until the agent rejoins the session.

 9.1.00

In the chat session window, click Leave.

 9.1.02

In the chat session window, click Leave.

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