Configure Chat Features

You can customize your chat with various features to enhance both a customer and agent's experience. Many of these features can be enabled and customized as part of a chat skill. You can also reference the Set Up Chat topic to learn more about the process of setting up your chat channel. CXone

Set Up a Post Chat Thank You Page

Required permissions: Skills Edit

From the Post Contact tab of a chat skill, you can configure a thank you page to appear for a contact when the chat session ends. It can optionally contain the transcript or offer a link to a web page. You can also configure dispositions for the agent to apply to the chat interaction after the chat ends.

post contact thank you settings
  1. Click the app selector and select ACD.
  2. Go to Contact Settings >  ACD Skills.

  3. Click a chat skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge to select and open it.

  4. Click the Post Contact tab.

  5. Select the Display Thank You Page radio button. When you select this option, a text field appears.

  6. Type a message to appear on the thank-you page in the text box below Display Thank You Page. To add a link to the message, click Insert Link. Specify the Text to Display and the URL for the Link, and click Done.

    Field

    Details
    Text to Display The linked text that contacts see.
    URL for the Link The website URL that opens when the contact clicks the linked text.
  7. If you want the contact to be able to receive a transcript of the chat, select the Make Transcript Available checkbox and type a From Email Address.
    FieldDetails
    Make transcript availableAvailable only when you select Display Thank You Page. When using V1 (ASPX), it gives contacts the option of emailing the transcript to themselves or others. When using V2 (HTML5), it gives contacts the options of downloading a .pdf transcript of the chat conversation or emailing the transcript to themselves or others. If enabled, contacts can see the version appropriate transcript options at the bottom of the Thank You page once the chat has ended. Contacts can then email a copy of the transcript by entering the recipient's address in the sender field and clicking Send. If applicable, contacts can also click Download Transcript to save a .pdf copy of the transcript.
  8. If you want to, include a link to a different Web page by selecting Pop URL on Thank You. Type the URL in the Thank You URL.

    Field

    Details

    Pop URL on Thank YouOpens a new website in a pop-up window in the contact's browser when the chat ends. When you select this option, the Thank You URL field appears. Type the URL of the website you want to pop up for the contact when the chat ends.
  9. If you want to, select Disposition to configure dispositions. You can add existing dispositions, or create a disposition.

    Field

    Details

    StateThe unavailable state applied to the agent during after-contact workClosed State that allows an agent to complete work requirements after finishing an interaction.
    Select dispositions to use with this skillA table of dispositionsClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. that you can make available for agents with this skill to apply to a record after handling a contact. You must choose at least one by selecting the corresponding checkbox and clicking Add. You can also click Add All to make all visible dispositions available to agents with this skill.
    Dispositions assigned to this skillA table of dispositions already available for agents with this skill to apply to a record after handling a contact. You can remove dispositions by selecting the corresponding checkbox and clicking Remove. You can also click Remove All to remove all dispositions from the table.
  10. Click Save.

Change the Maximum Number of Concurrent Chats

You can set the maximum number of chats an agent can handle concurrently:

  • At the individual user level
  • At the team level
  • At both levels

Team-level settings apply to all members of the team. If you configure a different maximum in a user profile, the user setting takes priority. For example, you might have a large team with maximum concurrent chats set at 3. However, a few experienced agents on that team can handle more, so you set a limit of 5 in their user profiles. The minimum number of concurrent chats you can set is 1 and the maximum is 12.

If your business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment is configured for single-channel handling, and you assign an agent to skills for different channels, that agent can only handle one interaction per channel at a time. For example, you assign an agent to inbound voice, chat, and email skills. The agent could handle one chat, one email, OR one phone call. This is true even if you set the agent's concurrent chat maximum higher than 1. However, if the agent is only assigned to a chat skill, the maximum concurrent chat settings apply.

If you want agents to handle multiple channels and multiple interactions per channel, dynamic delivery offers this functionality.

Change a Team's Maximum Concurrent Chats

Required permissions: Teams Edit

  1. Click the app selector and select Admin.
  2. Click  Teams.

  3. Locate the team you want to modify. Click anywhere in the row to open the team profile.

  4. Click the Contact Settings tab.
  5. Click Edit.
  6. For Team Defaults, in the Concurrent Chats field, enter a numeric value between 1 and 12.
  7. You can override the team default setting for an individual user by clicking the Concurrent Chats drop-down under for the user and select Custom, then enter a number between 1 and 12 for that user.
  8. Click Done.

Change a User's Maximum Concurrent Chats

Required permissions: Users Edit

  1. Click the app selector and select Admin.
  2. Click Users.
  3. Use the page links on the bottom of the table, or the search feature at the top, to locate the user you want to modify, then click anywhere in the row to open the user profile.
  4. Click the Contact Settings tab.
  5. Click Edit.
  6. Scroll down to the Contact Handling section and select Custom from the Concurrent Chats drop-down. Leaving this value at Default causes the setting configured at the team level to apply to the agent. If the agent previously had a custom setting and you now want the team default to apply, change the value from Custom to Default.
  7. Enter a numeric value between 1 and 12 in the field beneath the drop-down. This overrides any default setting at the team level.
  8. Click Done.