From Bright Pattern Documentation
• 5.2
Contents
- Introduction
- General Information
- Selecting a Phone Device
- Logging into Agent Desktop
- Installing and Updating the Agent Desktop Helper Application
- User Interface Overview
- Understanding Screen-pop
- Configuring Your User Profile
- Configuring Your Voicemail
- Listening to Voicemail Messages
- Call Forwarding
- Getting Help
- How to Terminate Your Working Session
- When Your Browser Closes or Navigates Away
- Managing Your States
- How to Interpret Your Current State Information
- How to Make Yourself Ready
- How to Make Yourself Not Ready
- Conversations
- Handling Calls
- How to Answer an Incoming Call
- How to Reject an Incoming Call
- How to Make an Internal Call
- How to Make an Outbound Call
- How to Send Numeric Information
- How to Use the Directory
- How to Redial a Previously Dialed Number
- How to Use Favorite Contacts
- How to Mute a Call
- How to Release a Call
- How to Wrap Up After Call Work
- Dispositions and Notes
- How to Hold and Retrieve a Call
- How to Make a Consultation Call
- How to Transfer a Call
- How to Host a Conference
- How to Participate in a Conference
- How to Place a Call in a Service Queue
- How to Connect a Voice Application to Your Call
- How to Use Prerecorded Messages
- How to Record a Call
- How to Stop or Pause Call Recording
- Voice Signatures
- How to Schedule a Follow-up Activity
- How to Send SMS Messages
- Handling Service Chats
- How to Accept a Chat Request
- How to Reject a Chat Request
- Chat Messages
- How to Schedule a Follow-Up Activity from a Chat Session
- How to Create a Case from a Chat Session
- How to Flag a Chat Session
- How to Send and Receive Pictures and Documents
- How to Have an Audio Chat
- How to Have a Video Chat
- 1 How to Transfer Your Chat Session
- How to Create and Edit Canned Chat Responses
- How to End a Chat Session
- How to Send a Secure Form
- Handling Multiple Chat Sessions
- Co-browsing
- Handling Mobile Interactions
- Participating in an Outbound Campaign
- General Information About Outbound Campaigns
- How to Review a Calling Record
- How to Reject a Calling Record
- How to Reschedule a Call Attempt
- Using the Calendar
- Handling My Cases
- General Information About Handling My Cases (Email)
- How to Accept an Email
- How to Retrieve an Email from the Team Queue
- How to Retrieve an Email from Personal Queue
- Overview of the Email Working Area
- How to Review an Incoming Email
- How to Mask Sensitive Data
- How to Close an Email without Replying
- How to Change an Assigned Email Service
- How to Transfer an Email
- How to Forward an Email
- How to Change Default Email Font
- How to Compose a Reply
- How to Use My Follow-ups to Send a Follow-up Outbound Email
- How to Use Cases to Send a Follow-up Outbound Email
- How to Send a New Outbound Email
- How to Save an Email as a Draft
- How to Search Email Cases
- How to Print an Email
- How to Copy and Paste Images into Email
- Contacts
- General Information About Contacts
- Using Contacts to Aid Conversations
- Search
- Details
- Activities
- Pending
- Cases
- Ways to Access Contacts
- How to Create a New Contact
- How to Edit to an Existing Contact
- Using Chat Center
- My Grades
- Knowledge Base
- General Information About Knowledge Base
- How to Use a Knowledge Base Article
- Contributing Content to the Knowledge Base
- Other Useful Functions
- Dashboard
- Keyboard Shortcuts
- Ways to Request Assistance
- How to Report a Call Quality Problem
- How to Send Agent Desktop Application Logs to Your Administrator
- Error Messages
Agent Guide
How to Transfer Your Chat Session
For any number of reasons, you may wish to transfer a chat interaction to another agent or supervisor, or you may wish to conference the chat (i.e., invite another agent or supervisor to join the chat) for a group conversation.
Transferring and Conferencing with Another Agent
You can connect another agent to your chat session for a consultation and/or completely transfer the session to that agent for handling. Before connecting another agent, consider contacting this agent via internal chat or internal call to check the agent's availability to participate in your conference and/or accept the transferred session.
To set up a chat conference, follow these steps:
- In the chat session pane, click the add icon
. - In the Invite window that appears, select the agent you wish to connect to your chat.
- Click Ok. The agent will be added to the chat and will be able communicate with both you and the customer.
To transfer the chat session completely to another agent, follow these steps:
- Set up a chat conference as explained in the previous set of steps.
- Upon confirmation that the new agent is connected to the chat, click the End Chat button in the Contact Info Panel to leave the chat session.
- The other agent will continue the chat conversation with the customer.
Transferring to a Service Queue
You can transfer your chat session to a service queue in a similar way.
To transfer your chat to a queue, follow these steps:
- In the chat session pane, click the add icon
. - In the window that appears, select the desired service queue and click Ok. At this point, you will still be connected to the chat session and, depending on the queue configuration, you may see an automated message sent from that queue to the customer.
- Click the End Chat button in the Contact Info Panel to leave the chat session. The session will remain in the service queue to be connected to another agent.
