Engage Voice | Managing your chats
When you receive and accept a chat message, you’ll have several options for managing your chat which includes:
- Requeuing a chat to a different agent and/or chat queue.
- Providing notes on a chat.
- Dispositioning a chat.
- Closing out a chat once you’ve completed an interaction.
Requeuing a chat
Requeued chats are chats that are placed back into another queue handled by the next available agent assigned to that chat group. You can only transfer to the chat queues available to you in your requeue dropdown option.
1. Navigate to Chat via the left-hand navigation bar.
2. Select the chat you’d like to requeue from the left pane.
3. Click the Requeue button located just above the message field at the bottom of the left pane.
4. Select a chat queue via the Requeue Queues dropdown menu.
5. Select a skill from the Requeue Skills dropdown menu.
6. Click Ok to requeue the chat and open the Disposition window.
7. Enter any notes and select a disposition to mark the outcome of the chat.
8. Click Submit.
Configuring requeue settings
You can find the following settings in the Requeue window.
- Requeue Queues: This allows the agent to send an accepted chat to a specific inbound queue manually.
- Requeue Skills: This allows the agent to manually send an accepted chat to another agent with a specific skill.
Taking notes on a chat
An agent can take notes on an active chat in two places:
- Agent notes above the chat message field.
- Notes field in the Disposition window.
Any notes entered via Agent notes will automatically transfer in the Disposition window before ending the chat.
For more information about taking notes and their uses, visit Taking notes as an agent.
Ending and dispositioning a chat
A chat disposition is a label that describes the outcome of the conversation.
1. Click on the chat from the Chat menu that you’d like to resolve.
2. Click End chat located at the top of the left pane.
3. Click Yes to end the chat. This will close the conversation and open the Disposition window.
4. Enter any agent notes in the Notes field.
5. Choose a disposition from the Disposition dropdown menu.
6. Click Submit.
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