The Session Transcript area is a read-only box that displays all of the text chat that the agent and customer exchange during a chat session, as well as connection and system status information for the current active session.

There are two important points to keep in mind regarding the Session Transcript area:

• When the agent changes the active session, the contents of the Session Transcript area change to show only information for the new active session.

• When an agent receives a transferred session or joins an in-progress session through the conference feature, the Session Transcript area populates with the transcript of the entire session up to that point.

The Enter button submits information that is in the Text Entry box to the ICM server for processing.

There are two important points to keep in mind about the Enter button's functionality:

• The ICM server processes any string that begins with http: as a URL, and attempts to synchronize the customer's browser with that address

• If the agent clicks the Enter button with no text in the Text Entry box, the ICM server processes this as a �send page� command and synchronizes the customer's browser with the URL currently being viewed by the agent.

The Option drop-down is a context-sensitive list that allows the agent to choose a system function. For instance, immediately after login, only the Configuration option may be available. In contrast, when an Internet session is active, the Option drop-down contains many choices that allow the agent to access Conference, Transfer, Join Us, and other system features.

The Log Out button logs off of the ACD and disconnects the agent from the ICM server (so that the agent can no longer receive Internet sessions). This button is enabled only when the agent is logged in but is not processing any Internet sessions.

The Drop Call button drops the active Internet session.

The Text Entry box is the text box through which the agent chats and shares Web pages with the customer.

• To chat with the customer, the agent can:

  • Type text in the Text Entry box and then click the Enter button or press the Enter key on the keyboard

  • Paste text from clipboard and then click the Enter button or press the Enter key on the keyboard

• To share a Web page with the customer, the agent can:

  • Type a URL in the Text Entry box and then click the Enter button or press the Enter key on the keyboard. Note that the URL must begin with http: and must be the only information that the agent enters.

  • Click the Enter button or press the Enter key on the keyboard, with no text in the Text Entry box. This sends the customer the page that the agent is currently viewing.

The Multisession Status block, below the Text Entry box, is a grid of rows and columns representing all currently connected Internet sessions. Each row corresponds to a particular session; the data in each column is as follows:

• Caller Name box�a read/write text box for the customer's name. The box is empty if the customer did not provide a name on the �Contact Us� Web page, but the agent can click the box to type a name (or change the customer-provided name) at any time.

• Call Type box�a read-only text box that indicates the type of Internet session (Chat, Voice and chat, Callback, or Callback and Collaborate)

• Call State button�a button that enables the agent to quickly see the status of all sessions and to perform actions such as putting an active session on hold to attend to another. An Internet session's Call State button can have one of three labels:

  • Ringing�this label indicates that the Internet session is incoming and the agent has not yet answered it. By clicking this button, the agent answers the session (making its state Active) and puts the previously active session on Hold (but does not change its collaboration state).

  • Active�for an Internet voice session, this label indicates that the agent and customer are talking (whether they are also Web collaborating depends upon the state of the Collaboration button). By clicking this button, the agent puts the Internet voice session on Hold (but does not change the collaboration state of the session, or activate any inactive session). For a chat-only session, this label does not necessarily mean that the agent and customer are participating in text chat: the party with whom the agent is chatting is determined by the Collaboration button.

  • On Hold�for an Internet voice session, this label indicates that the session is inactive. By clicking this button, the agent makes the session active and puts the previously active Internet voice session, if any, on Hold (but does not change the collaboration state of the session). For a chat-only session, this label does not necessarily mean that the agent and customer are not participating in text chat: the party with whom the agent is chatting is determined by the Collaboration button.

• Collaborate button�a button that indicates whether the agent is currently participating in Web-based collaboration (text chat, escorted browsing, and so forth) with the customer. An Internet session's Collaborate button can have one of the following four labels:

  • N/A�the session is ringing

  • Active�the agent is collaborating with the customer. By clicking this button, the agent puts the collaboration into Idle mode.

  • Idle (n sec)�the displayed number of seconds have elapsed since the last time the agent collaborated with the customer. The timer updates every 30 seconds. By clicking on this button, the agent activates collaboration for this session and puts any active collaboration into Idle mode.

  • New Message�If the customer sends chat text while in the session is in the Idle state, the label changes to �New Message.� By clicking on this button, the agent activates collaboration for this session and puts any active collaboration into Idle mode.

Other controls that may be available on the multi-session Agent Control Window are:

• Visited Links�a drop-down list showing the URLs the agent and customer have visited together (using the Escorted Browsing features) during the current session

• Mail URLs�a button that the agent can use to send the list of visited links to any email address the agent specifies

• Canned Phrases�a drop-down list containing pre-written, or �canned,� phrases that the agent can use for common session occurences such as initial greeting, goodbye, and request for payment. Canned phrases can also ensure that agents follow business rules when making certain inquiries or responding to customer complaints.

• Links�a drop-down list containing shortcuts to useful Web pages

The Session Transcript area is a read-only display box that displays all of the text chat that the agent and customer exchange during a chat session, as well as connection and system status information for the current active session.

There are two important points to keep in mind regarding the Session Transcript area:

• When the agent changes the active session, the contents of the Session Transcript area change to show only information pertaining to the new active session.

• When an agent receives a transferred session or joins an in-progress session through the conference feature, the Session Transcript area populates with the transcript of the entire session up to that point.

The Enter button submits information that is in the Text Entry box to the ICM server for processing.

There are two important points to keep in mind about the Enter button's functionality:

• The ICM server processes any string that begins with http: as a URL, and attempts to synchronize the customer's browser with that address

• If the agent clicks the Enter button with no text in the Text Entry box, the ICM server processes this as a �send page� command and synchronizes the customer's browser with the URL currently being viewed by the agent.

The Option drop-down list is a context-sensitive list that allows the agent to choose a system function. For instance, immediately after login, only the Configuration option may be available. In contrast, when an Internet session is active, the Option drop-down list contains many choices that allow the agent to access Conference, Transfer, Join Us, and other system features.

The Log Out button logs off of the ACD and disconnects the agent from the ICM server (so that the agent can no longer receive Internet sessions). This button is enabled only when the agent is logged in but is not processing any Internet sessions.

The label and function of the Drop/Answer button changes to reflect the status of the current session. When a session is incoming, the agent clicks Answer to receive the session. When a session is active, the agent clicks Drop to drop the session.

The Text Entry box is the text box through which the agent chats and shares Web pages with the customer.

• To chat with the customer, the agent can:

  • Type text in the Text Entry box and then click the Enter button or press the Enter key on the keyboard

  • Paste text from clipboard and then click the Enter button or press the Enter key on the keyboard

• To share a Web page with the customer, the agent can:

  • Type a URL in the Text Entry box and then click the Enter button or press the Enter key on the keyboard. Note that the URL must begin with http: and must be the only information that the agent enters.

  • Click the Enter button or press the Enter key on the keyboard, with no text in the Text Entry box. This sends the customer the page that the agent is currently viewing.

Use the Help button to display help information in a separate browser window.

Other controls that may be available on the single-session Agent Control Window are:

• Visited Links�a drop-down list showing the URLs the agent and customer have visited during the current session

• Mail URLs�a button that the agent can use to send the list of visited links to any email address the agent specifies

• Canned Phrases�a drop-down list containing pre-written, or �canned,� phrases that the agent can use for common session occurences such as initial greeting, goodbye, and request for payment. Canned phrases can also ensure that agents follow business rules when making certain inquiries or responding to customer complaints.

• Links�a drop-down list containing shortcuts to useful Web pages

The Configure option, which is customizable by the contact center, can allow the agent access to arena-specific features such as Telepointer and Auto Sync.

The Callback option allows the agent to make a telephone callback to the customer. It is active when the agent is processing a session and not already involved in a callback. See Agent-initiated callback for more information.

The Conference option functions similarly to the Conference button on the agent's voice terminal, allowing the agent to include another party in the current session. If the person joining the session is a logged-in agent, then the conferenced agent can participate in Web-based collaboration. See Using Conference for more information.

The Transfer option functions similarly to the Transfer button on the agent's voice terminal, allowing the agent to transfer the current Internet session to another agent. The agent receiving the transfer receives a transcript of the entire session and the list of visited links. See Using Transfer for more information.

The Voice Consult feature allows an agent to consult with a third party during an Internet session. The customer cannot hear voice interaction between the agent and consultant unless the agent establishes a conference. However, if the consultant is a logged-in agent then all three parties participate in Web-based interactions such as text chat from the beginning of the consultation. See Using Voice Consult for more information.

The Join Us feature allows a third party with Internet access to join an in-progress Internet session. See Using Join Us for more information.