Interaction center (IC) agents can use the chat function to process incoming chat messages. The chat function in the IC includes standard chat functions, such as joining chat sessions, sending messages, and transferring chat sessions. Agents can transfer chat sessions to other queues or agents. Agents can also see additional details such as chat subject, location where the customer initiated the chat, and shopping cart items. Further features are described below.
Chat is integrated with the following IC functions:
Toolbars
Agents use the channel-specific toolbar that is available for telephony, e-mail, and chat. The toolbar options change dynamically depending upon what channel is selected.
Interactive scripting
Agents can use scripts to guide them through the chat session. The script is available directly next to the chat text area, so agents can easily and quickly access the information without navigating to a different screen.
Knowledge search
Agents can use the knowledge search to find solutions to problems or other issues reported by customers.
Telephony
Agents can remain in the chat channel and make a short phone call by using Dial
in the toolbar.
Interaction record
Depending on Customizing settings, the chat transcript can be saved and later accessed in the activity clipboard of the interaction record.
The Integrated Communication Interface (ICI) is configured (see Integrated Communication Interface).
You have defined the chat profiles in Customizing for Customer Relationship Management
under .
You have assigned chat profiles to agents through business roles.
If you want to use standard responses, you have defined the standard response group in Customizing for Customer Relationship Management
under .
If you want to add additional knowledge bases for use with chat, you have made the settings for knowledge base implementation in Customizing for Customer Relationship Management
under .
For more information about setting up knowledge base for use with chat, see SAP Solution Manager.
If you want a list of available queues when transferring chat sessions, Communication Management Software settings are defined.
Account identification
The customer search is automatically started when an incoming chat session is routed to an available agent. The customer's e-mail address or other business partner details are used to determine if customer data exists. If the account is confirmed, then chat transcripts can be saved to the confirmed business partner's interaction record. For more information, see Account Identification/Account Fact Sheet.
Standard responses
IC agents can insert standard responses into the chat text. They can choose from a predefined list of commonly used responses, or can use the standard response screen to search and preview other responses.
Knowledge base integration
You can define which knowledge bases IC agents can access while using the chat function. You can, for example, integrate knowledge bases such as interactive scripts, knowledge articles, mail forms (standard responses), solution database (problems and solutions), or chat transcripts.
Multiple chat sessions
IC agents can process multiple chat requests simultaneously to maximize efficiency.
Note
For more information about settings for multiple chat, contact your communication management software (CMS) vendor.
When you use multiple chat, several parallel HTTP sessions are created on the CRM server. This affects the sizing on the server side.
If you are using multiple chat, the client switch scenario is not supported.
Web shop integration
IC also supports chat in Live Web Collaboration in SAP CRM Web Channel. You can integrate IC with your Web shop and with Internet Customer Self-Service (ICSS) so that customer requests for assistance via chat are forwarded directly to the interaction center.