Once webchat is integrated into the Cirrus Connect platform, skilled agents can view incoming webchat messages in the queue panel, preview them, and respond with rich text.

Queued Webchat

As with all routed interactions, webchats will appear in the queue panel on the left side of the screen as shown above.

Click on the 3 dots to show some options:

Retrieve Webchat

If an agent clicks on the 3 dots and selects ‘Retrieve WebChat’, the interaction is plucked by the agent for them to work on.

Preview WebChat

Preview WebChat gives the agent the ability to see what the content of the chat is before they take ownership as shown below.

Remove from queue

UN-2502-400 - Remove from queue

Working on a Webchat

After retrieving a chat by double-clicking it or clicking the ‘Retrieve WebChat’ button, you can access various interaction functions.

When dealing with text based conversations, use the left pointing arrow to minimise the queue panel and give more on-screen space for easier text formatting.

 

Requeue

Routed chats can be easily placed back into the same queue, transferred to another queue or transferred to a specific Agent via the requeue button.

Back into the same router (queue)

Once a chat has been retrieved, click the main area of the button to send the chat back to the same router (queue) that the chat was received on.

Send to a different router

Click the small drop-down arrow to the side of the ‘Requeue’ button to send the chat to a different router.

Advanced Requeue

Clicking on ‘Advanced..’ displays a pop-up where the router can be selected along with additional fields such as ‘Priority’, ‘Skill1’ and ‘Skill2’.

Transfer Requeue

A transfer requeue can be used if the chat needs to be placed back into the same, or different, router but directed to a specific agent. The priority level can also be changed.

Park

When you have accepted a conversation but cannot handle it immediately, you can park the conversation. It will be placed in a Parking Queue, allowing you to take on another conversation if needed. The parked conversation can be manually retrieved from the Queue by you or other Agents.

Private Park

You can also park the conversation privately. In this case, the conversation is placed in the Parking Queue under your name. Other Agents will not see it, and you will be the only one who can retrieve it.

Copy

Clicking the ‘Copy’ button will copy the transcript text to your workstation's clipboard.

Textblocks

To streamline and expedite responses, ‘Textblocks’ can be utilized. Each text block has a unique shortcut code, displayed in brackets, allowing for quick selection. These text blocks are organized into categories and may vary depending on the queue, ensuring that relevant responses are easily accessible for efficient handling of different tasks.

End

Clicking ‘End’ will terminate the chat and move the interaction into the ‘Done’ state. The agent state is then placed into ACW.

Close

Clicking ‘Close' clears the interaction from the agent view.

ACW Extend

ACW can be extended by clicking on the clock icon. Each time the clock is clicked, an additional 60 seconds is added to the agent's ACW timer.

Qualifiers

Sometimes your company is interested in the different types of interactions. With this information, the contact flow can be fine-tuned to provide a better service and redirect the caller to the correct department. This option is supported by the Qualification feature and is only applicable for routed interactions.  

If your company uses the Qualification feature, the dropdown list with the available qualifiers is unfolded automatically when you finish a routed interaction and the after-call-work time is activated. Click on the appropriate qualifications. You can also assign the Qualifiers during the interaction. 

Qualifiers are configured by the system administrators only.

With admin setting of ‘Multiple call qualification’ switch OFF

With admin setting of ‘Multiple call qualification’ switch ON

Agents can select one, or multiple qualifiers, and then click Save.