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Can the live chat session from the user or analyst queue have flashing in the tab when the user or analyst has joined the live chat queue?

  • 1.  Can the live chat session from the user or analyst queue have flashing in the tab when the user or analyst has joined the live chat queue?

    Posted Jun 14, 2017 01:43 PM

    1.    Is it possible for the user Click to Chat window to flash in the taskbar when the session has been picked up by a Tier 1 analyst? For example, if the user started a session and is waiting in queue for a Tier 1 person to join and they open a new window to do something else. Is it possible to make the tab within the browser and/or the tab within the taskbar to flash (as a notification to get the user's attention)?
    2.    Is it possible for the Support Automation Tier 1 click to chat queue manager to flash in the taskbar when a user has joined the queue? In other words if the tier 1 analyst has the click to chat queue manager open (but minimized or on a different tab then what they are currently viewing) is it possible to make the queue manager tab flash within the browser and/or the taskbar?



  • 2.  Re: Can the live chat session from the user or analyst queue have flashing in the tab when the user or analyst has joined the live chat queue?

    Posted Jun 14, 2017 09:19 PM


    Hi Ali,


    # In Support Automation end-user's are either invited for live assistance by an analyst for a particular ticket or they can initiate a live chat from their home page and wait for an analyst to handle their session.

    # Firstly when the end user clicks on Live chat from SDM portal and run the supporbridge to chat with an analyst.They have to wait in a queue until one of the available analyst handles the session.
    The analyst has to monitor his/her queue timely to check as they don't get any pop-up's to notify them about that the end-user is waiting for him/her in the queue.

    # Once the analyst handles the session from his queue on support automation analyst console(image1) he can see a pop-up coming up stating that "user *** has joined the session"(image2)

    # when an end-user is been invited for the live assistance by an analyst, end-user's can see the pop-up window stating that
    " An Analyst is waiting for you.Please click on 'Join Analyst Now' link"

     

    # Once the end-user joins the live assistance for which he has been invited by an analyst for some ticket,and then suppose if analyst is busy doing some other task and in the mean time end user joins the session then he can see a pop-up at the bottom of the window stating that "User *** joined the session".


    I hope this helps you to an extent.

     

    Regards
    Junaid



  • 3.  Re: Can the live chat session from the user or analyst queue have flashing in the tab when the user or analyst has joined the live chat queue?

    Posted Jun 15, 2017 07:00 AM

    Exactly, Ali!  I have been asking for this from the beginning... There are other posts about this, an idea submitted 3 years ago, and another idea that I submitted for it 4 years ago.

     

    https://communities.ca.com/message/117688452?commentID=117688452#comment-117688452

     

    https://communities.ca.com/ideas/235714240

     

    https://communities.ca.com/ideas/103002596

     

    Junaid explains how it works today, which is not what is being asked for.  We need a flashing indicator (and/or intrusive pop-up) on the analyst's screen when a customer has coming into 'Live Chat' for assistance.  And when the customer has come into 'Live Chat', they need a flashing indicator (and/or intrusive pop-up) when an analyst has picked up their session, so that they can do other things while they are waiting. 

     

    Neither side (analyst or customer) can afford to just sit there watching the screen waiting for something to happen.

     

    Thanks,

    Tammy