The Focalscope live chat system allows web users to communicate with FocalScope agents, in real time, using an easily accessible web interface. This lesson explains an agent's live chat window and introduces available tools and information agents can use with this feature.
When a web user requests a live chat, users in FocalScope whom have been added to the live chat group that is connected the link the web user clicked, will be sent a live chat requests (as shown in the image above) via Jabber in FocalScope. The agent would simply click on [Accept] if they are available to chat with the web user.
Agents may close a web session when they do not require further conversations with the web users, by clicking on the [Close] button. Click [Ok] to confirm closing the chat session in the popup. The web user will receive a message notifying them that the chat session has been closed. The Send and Transfer buttons will be disabled, but web can still click on the [History] button to view the live chat conversation and details they had with the agent.
The system also notifies agents when the web user goes offline. The Send and Transfer buttons will be disabled, but users can still click on the [History] button to view the web chat conversation they had with this web user. Simply close the window when you are done.