SocialMiner Chat - Agent needs to return to Chat UI

(Difference between revisions)

Revision as of 16:00, 12 June 2012

Problem Summary	An Agent needs to get back into a chat after navigating away from the chat UI, or the chat is interrupted by a system problem.
Error Message	None
Possible Cause	Agent needs to get back to an ongoing chat.
Recommended Action	If Agent navigates away from a chat session by mistake or if the chat is interrupted by a system problem, the Agent can reconnect as follows: Select Reply to change the social contact state back to Unreserved. Select Reply again to Reserve the social contact and rejoin the chat. If the customer has left, the Agent will see a message that they are alone in the room. If the customer has not left the chat, they can continue the chat. A chat that has been ended cannot be re-joined.
Release	8.5
Associated CDETS #	None

Rating: 5.0/5 (1 vote cast)

@@ Line 10: / Line 10: @@
 |-
 ! '''Possible Cause'''
-| Agent navigated away from a chat and needs to get back to it.
+| Agent needs to get back to an ongoing chat.
 |-
 ! '''Recommended Action'''
 |
-If Agent navigates away from a chat session by mistake, the Agent can reconnect as follows:
+If Agent navigates away from a chat session by mistake or if the chat is interrupted by a system problem, the Agent can reconnect as follows:
-*Select Show Handled and locate the social contact.
-*Click Reply to rejoin the chat.
-If the customer has left, the Agent will see a message that they are alone in the room. If the customer has not dropped off, they can continue the chat.
-If Agent navigated away, Agent can reconnect as follows:
 *Select Reply to change the social contact state back to Unreserved.
 *Select Reply again to Reserve the social contact and rejoin the chat.
+If the customer has left, the Agent will see a message that they are alone in the room. If the customer has not left the chat, they can continue the chat.
+A chat that has been ended cannot be re-joined.
 |-