With blended voice and chat, including SMS and messaging apps, there’s no need to switch agents between channels. Agents can chat while talking on the phone, and vice versa, all from the Agent Desktop application. Moreover, they can accept any incoming interaction without having to make themselves ready separately for chat or voice. Important voice calls, however, may override chats.
During active chats, agents and supervisors can attach files, send and receive location information, monitor/record conversations, and save/share conversation transcripts—all while handling multiple chat interactions, voice calls, and email cases.
To help agents stay on track when working on multiple interactions simultaneously, the Agent Desktop remembers where you left off in a conversation, placing all active chats at the top of the Active Communications List.