This online help is for the Webchat Queues part of the Agent Portal, which allows you to perform a number of tasks relating to webchats.
Click play to watch a video on handling a webchat.
| Note: You can only view the Webchat Queues part of the Agent Portal if you are authorised to do you by your company administrator |
When viewing a webchat the following information is shown:
- Start Time: The date and time that the webchat started (when the conversation started).
- End Time: The date and time that the webchat ended (when the session ended).
- Classification: The classification set by the agent. If no classification was specified, None is displayed.
- This webchat was marked as abusive: This message is displayed, if the agent marked an active webchat as abusive.
- Webchat messages sent: The webchat bubbles are similar to how the active webchats are displayed, but they also include the sender’s name and a timestamp. Automated Message indicates that a pre-defined message has been set in the webchat flow. These messages also appear in a lighter-coloured bubble to distinguish them from agent messages.