From Bright Pattern Documentation
Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- 1 Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Contact Center Administrator Guide
Chat Settings
To configure settings specific to handling of customer chat interactions, select the Chat Settings option from the Call Center Configuration menu.
The Chat Settings screen properties are described in the following table:
| Chat Settings screen properties | |
|---|---|
| Customer Inactivity Timeout | Period of time that the system will wait for a chat response from the customer before closing his chat session. The default value is 10 minutes. |
| Agent Ramp-up Interval | If you expect your agents to handle multiple chat sessions simultaneously, this setting allows you to introduce a delay in arrival of additional chats to an agent when he becomes Ready after logging in or returning from a break. For example, if you set the ramp-up interval to 5 and assuming there are incoming chat interactions waiting in queue, an agent becoming Ready will receive the first chat immediately and will have five seconds to greet the customer before receiving the next chat. When accepting that second chat he will have another five seconds before receiving another one - and so on until he gets the maximum number of chats defined by the omni-channel routing configuration. |
| Inactivity warning message | Text of the inactivity warning message that the customer will receive before his chat session will be closed automatically unless he resumes chatting. This message is sent at half the time of the specified inactivity timeout. I.e., if the Customer Inactivity Timeout is set to 14 minutes, this warning message will be sent in 7 minutes. |
| Inactivity timeout message | Text of the message that the customer will receive after automatic closure of his chat session upon expiration of the Customer Inactivity Timeout. |