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Chat

Real-time text communication that is exchanged between two users through their computers.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Email

In Premier Edition Cloud, a term used interchangeably with message to refer to an interaction that is screened or classified. Although most interactions that are screened or classified are expected to be email messages, in fact these operations can apply to any interaction that has text somehow associated with it. The text can be the body of the interaction (email or chat, for example) or it can be associated with it more obliquely (as user data, for example).



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

eServices

The eServices section displays statistical information for your email and chat interactions assigned to your team (supervisor) or contact center (administrator). You can find the Email and Chat widgets under the eServices section of the Dashboard view.

Important
eServices (Chat and Email) are add-on options to the inbound voice contact center and therefore are not visible until activated. Contact your account representative if you wish to activate any of these new add-on features. See the Are there any add-on options? section to find out more information about these features.

Email

The Email widget displays the statistical information for the email interactions assigned to your team:

VCC264 Email Widget Sup.png

The Email widget provides you with the following statistics:

  • the number of email interactions waiting.
  • the number of agents currently handling email interactions.
  • the current maximum wait time for email interactions.
  • the average wait time for email interactions.

Statistical Data Refresh Rates

The statistics for email interactions are automatically refreshed every 5 minutes.

Chat

The Chat widget displays the statistical information for the chat interactions assigned to your team.

VCC264 Chat Widget Sup.png

The Chat widget provides you with the following statistics:

  • the number of chat interactions waiting.
  • the number of agents currently handling chat interactions.
  • the current maximum wait time for chat interactions.
  • the average wait time for chat interactions.

Statistical Data Refresh Rates

The statistics for chat interactions are automatically refreshed every 5 minutes.

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This page was last modified on October 18, 2016, at 10:03.