Tools

Chat

Agents have the ability to communicate with each other, and with managers and supervisors, via an internal Chat tool, and according to what the corresponding Agent Skills allow them to do. Chat Channels are configured by a manager or administrator; refer to the Chat section in Management Console.

To open up the Chat window, click on the Chat icon. On the top area of the window you will be presented with the Chat Channels available to you, in form of tabs; click on one to display the users and groups available in that Chat Channel. Click on a user or group to see or start a conversation; the input field will be at the bottom.

Refer to the following picture.

Network Test

The ChaseData CCaaS solution performs real-time communication between the local client apps and the cloud servers, both for data management and for VoIP, therefore it’s important to make sure that the network path is healthy and reliable.

A key aspect of the network quality is latency (measured in milliseconds), and a tool in the client app is therefore provided to test it along the path of between the local system and the Data and Voice servers.  To access this tool, find the Settings icon (clock wheel) on the Agent Toolbar, click on it to expand it, select the System item to expand it, and select Network Test. Refer to the following picture.

The Network Test window will pop up for you to select a network path to test, the path to the Data Server, or the path to the Voice Server. After your selection, click on Start and observe the results; do notice that for better analysis, you should let the test to iterate at least 50 times (see Count column). Refer to the following picture.

When done, click on Stop to stop the test iterations; you will still be able to see results up to that point.

Do understand that networks are dynamic, so test results most probably vary from one time to another; what is important is to recognize that at a particular time, the network path is within expectations (or not).