Configuring chat settings

When chat is enabled, self-service employees can interact with agents through the chat interface. The chat functionality can be implemented for any combination of self-service modules.

If you enabled the chat feature, you can set a Chat Wrap-up Timer or a period of time during which agents remain unavailable after a chat session. A default wrap-up time applies to each session and agents have these options:
  • Extend the wrap-up time to remain unavailable longer.
  • Reduce the timer to zero to become available immediately after a session.

Wrap-up time is cumulative across concurrent chats. For example, if an agent adds five minutes to each of three chats, the agent remains unavailable for 15 minutes.

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Application Settings.
  4. In the Chat Settings area, specify this information:
    Chat Channel
    If service groups and members have been configured for Chat, set to On.
    Ad Hoc (Ask HR Module)
    Set to Yes to enable users to initiate chats from the Ask HR module. The Chat Channel setting must be set to On. If ad hoc chat is enabled, remove any language that specifies the relation of the case to time from configurable chat channel messaging.
    Multi - Agent Chats
    Set to Yes to enable multiple agents to participate in the same chat session with an employee.
    Sound

    Select a sound to alert agents when a new chat request arrives or when another message is sent in another chat window during multiple sessions. When the employee in the top-most chat window sends a message, there is no sound.

    Individual agents can select or disable chat sounds.

    Chat Timeout (Sec)

    Specify how many seconds an employee waits for an agent to accept a chat request before the session times out. The minimum value is 10 seconds.

    Wrap-Up Timer
    Set to On to activate this feature.
    Default Time (Min)
    Specify the wrap up time that starts when a case is closed. This setting applies to all service center users.
    Maximum Time (Min)
    Specify the maximum time that a service center user can add to the default wrap up time any time a case is closed.
    Chat Dialogue Timezone
    Select a time zone for chat dialogues that are attached to cases.
  5. Click Update.