Manage a Chat Session

Button

Description

Click Pickup to connect to the current chat session. For more information, see Pickup a Chat Request.

Click Hold to place the chat session on hold and free you to work with other interactions. When you place a chat session on hold, Interaction Client can send you another phone call, email message, or chat session. For more information, see Place a Chat Session On Hold.

Click Voice Mail to Send a Chat Session Request to Voice Mail.

Click Disconnect to disconnect the current chat session. For more information, see Disconnect a Chat Session.

Click Record to record the current chat session. This recording is saved and sent to you as an email message attachment after you end the chat session. Clicking Record the first time starts the recording session for an interaction. Clicking Record again stops the recording session for an interaction. For more information, see Record a Chat Session.

Click Pause to pause the recording session. Click it again to resume the recording session. This button is unavailable if the interaction is not in a state in which this action can be performed. For more information, see Record a Chat Session.

Click Private to prevent other Interaction Client users from recording this chat session. This button is unavailable if the interaction is not in a state in which this action can be performed. For more information, see Mark a Chat Session as Private.

Warning: Use of the Private feature may be subject to your company’s policies and should only be used in accordance with those policies. CIC handler customization can be used to track the use of the Private feature to ensure compliance with such policies.

If you’re in a workgroup and you need help with a chat session from your workgroup queue, click Assistance to request assistance from your supervisor. For more information, see Request Assistance from Your Supervisor.