SocialMiner Chat - Agent needs to return to Chat UI

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(SocialMiner Chat - Agent needs to return to Chat UI)
(SocialMiner Chat - Agent needs to return to Chat UI)
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== SocialMiner Chat - Agent needs to return to Chat UI<br> ==
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== SocialMiner Chat - Agent needs to return to Chat UI ==
{| border="1"
{| border="1"
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! '''Problem Summary'''  
! '''Problem Summary'''  
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| 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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| 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'''  
! '''Error Message'''  
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! '''Possible Cause'''  
! '''Possible Cause'''  
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| Agent needs to get back to an ongoing chat.
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| Agent navigated away from a chat and needs to get back to it.
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! '''Recommended Action'''  
! '''Recommended Action'''  
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|  
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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.  
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If the agent navigated away from the chat by mistake, the agent can reconnect as follows:
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*Navigate back to the Home tab.
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*Select the appropriate Chat campaign from the drop-down menu.
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*Find the appropriate social contact and 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.
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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.
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If the customer has since left the chat, the agent sees a message that they are alone in the chat room. If the customer has not left, the chat session can continue.
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A chat that has been ended cannot be re-joined.
 
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! '''Release'''  
! '''Release'''  
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| 8.5
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| 9.0(x), 10.0(1)
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! '''Associated CDETS #'''  
! '''Associated CDETS #'''  

Revision as of 18:36, 5 November 2013

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.
Error Message None
Possible Cause Agent navigated away from a chat and needs to get back to it.
Recommended Action

If the agent navigated away from the chat by mistake, the agent can reconnect as follows:

  • Navigate back to the Home tab.
  • Select the appropriate Chat campaign from the drop-down menu.
  • Find the appropriate social contact and 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 since left the chat, the agent sees a message that they are alone in the chat room. If the customer has not left, the chat session can continue.


Release 9.0(x), 10.0(1)
Associated CDETS # None

Rating: 5.0/5 (1 vote cast)

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