SocialMiner Chat - Agent needs to return to Chat UI
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! '''Possible Cause''' | ! '''Possible Cause''' | ||
- | | Agent | + | | Agent needs to get back to an ongoing chat. |
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! '''Recommended Action''' | ! '''Recommended Action''' | ||
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- | If Agent navigates away from a chat session by mistake | + | 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: |
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*Select Reply to change the social contact state back to Unreserved. | *Select Reply to change the social contact state back to Unreserved. | ||
*Select Reply again to Reserve the social contact and rejoin the chat. | *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. | ||
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Revision as of 16:00, 12 June 2012
SocialMiner Chat - Agent needs to return to Chat UI
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. |
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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:
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 |