Online Chat Workbench
The online chat workbench can be opened in either of the following ways:
- Choose .
- The online chat workbench is automatically opened after an agent signs in to a multimedia skill queue.
Figure 1 shows the online chat workbench GUI.
During a web chat on the online chat workbench, if the customer sends an attachment, the agent can click Receive to download the attachment.
During an email chat on the online chat workbench, select an email, click Download, and then click YES in the confirmation dialog box to download the email attachment.
The downloaded data contains personal data. Exercise caution when processing the downloaded data to prevent personal data leakage and abuse.
- During an SMS or email chat with a customer, click
to create a harassment record. - In the SMS or email session history on the online chat workbench, click
to create a harassment record.
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