All steps from login to logout which must be carried out in a chat are shown below:
- Login in at novomind iAGENT Chat
- Wait for a chat signal
- Optional upon receipt of a signal: Edit email and save as draft
- Accept chat
- Send welcome message
- Chat
- Optional: Using text and pushlinks
- Optional: Forwarding the chat to another iAGENT Chat user
- Conclude chat
- Alternatively: Block customer or customer ends chat
- Optional: Print or save chat history
- Conclude chat
- Optional: Choose transaction code for the process
- Optional: Logout from the novomind iAGENT Chat
- Process open chats
- Conclude chats
- Close chat
- Logout from novomind iAGENT Desk
With appropriate system configuration customers can provide ratings via both email and chat. Ratings are scores on a scale from 0 to 10 and may include an optional free-text comment. Chat rating will be fully handled by the chat frontend and does not require any further agent intervention. Configuration allows up to five ratings as well as up to five optional free text comments.