Avaya Experience Platform™ Public Cloud supports session-based chat to allow contact center customers to initiate chat conversations using their browser. You must ensure that your front-end chat solution can integrate with Avaya Experience Platform™ Public Cloud.
When a customer initiates the chat session, an initial greeting appears to the customer while Avaya Experience Platform™ Public Cloud finds a suitable agent to handle the interaction. When Avaya Experience Platform™ Public Cloud identifies a suitable agent based on routing rules and attributes, the agent and customer are connected and can begin exchanging messages with each other. These interactions are live chats, and the interactions end when one of the parties disconnects.
Avaya Experience Platform™ Public Cloud supports the following chat features:
Feature |
Description |
Auto Answer |
You can enable auto answer for chat interactions on a per-user or per-profile basis. |
Barge-in |
While observing or coaching an agent, supervisors can barge into a chat interaction to provide expert advice to agents when they are unable to handle the interaction. |
Chat transcript |
Chat transcripts are saved and can be viewed later using the Customer Journey widget in Avaya Workspaces. |
Coach |
Supervisor can coach the agents to provide expert advice and help to address a customer request. |
Intelligent routing |
Create context data rules to collect data about incoming interactions before the interactions pass to the workflow. Context data rules also assign attributes to these incoming interactions. The workflow can base routing decisions on this contextual data, which enhances the customer experience and leads to improved customer satisfaction. Each context data rule triggers a specific workflow, and the attributes you assign to the rule are also made available to the workflow. |
Observe |
Supervisors can observe ongoing chat interactions between agents and customers to assess whether intervention is required. |
Quick text templates |
Configuration phrases for use when handling chat interactions. Agents can select and insert these phrases while responding to customer chats. Using text templates can help save time and maintain consistency. |
RONA |
Return on No Answer with a fixed timer across all channels. The fixed timer value is 30 seconds. |
Screenpops |
Access an external website configured for a screenpop. |
Transfer to queue |
Transfer an interaction to a queue that can find a more appropriate agent that has the knowledge to deal with the customer query. |
Transfer to user |
Transfer an interaction to another agent or supervisor. The target user must be able to handle chat interactions. This is a single step transfer; the transferring agent drops from the interaction immediately when the transfer completes. If an agent rejects a transferred interaction, Avaya Experience Platform™ Public Cloud attempts to return the interaction to the original agent. If that agent is subsequently unavailable, the interaction routes to the last queue and retains the original attributes. |
URL templates |
You can configure plain text URL templates that agents can use to send replies to customer chat contacts. |
Welcome messages |
Customize welcome messages that automatically appear to customers on the chat channel. |
