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Unified Agent Desktop Updates

Agent to Agent Chat

Previously, only supervisors were able to contact agents from the voice portal to initiate chats. With this enhancement agents can initiate the chat with other agent and supervisors.

When this feature is enabled, agents are able to search for available agent by agent name (left panel on the Chat tab) and start a conversation. Agents that have un-viewed chats from either a supervisor or another agent will see a numerical indicator next to the CHAT icon of how many unread messages they currently have

 

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Note
  • Agent chat records are not stored in the voice portal.
  • Agents connected to the voice portal are available for chat regardless of their current status (Ready, Not Ready, etc.)
  • Agents In Call status are able to user agent chat without the need to disconnect from the call.
 
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