Webchat Timers

This document will describe the fields containing the time settings of the web chat. You can provide more communication with the customer in any position in chat messages. With the session timeout feature, you can end the session that is in the idle position. If the session timeout is not specified, the chat sessions remain open until the customer closes.
In Chat messages, the customer can stay in three positions. Waiting in the queue (Hold), in the chat session with the agent(in conversation), at the end of the session or waiting for information to other company services (Idle).
In the first case, you can send a message to your customers waiting in the queue with the message hold feature.
In the second case, the customer is in conversation with the agent.
In the third case, you can send idle messages to customers who are waiting in the idle position.

For example, in a pharmaceutical company, let's say that your customer asked you about a medicine and you asked the employee in the warehouse for information. You can keep the customer in the idle position until the information comes to you. You can show to the waiting customer that you are working towards getting an answer for them with the idle message.

Chat session agents switch a customer to the idle position then agents can start a conversation with another customer. They can do this by clicking the double arrow at the bottom of the chat screen. Under the chat section you can view the customers who are in the idle position and it can be easily switched between chat conversations. With Hold Message, you will be able to send a message to your customers who are waiting in Webchat queues.

Definitions

You can access in the "Webchat Skills" menu under "CC Management" in the left bar.

Basic Settings

Message timeout (minutes): If the customer does not respond to the agent after the determined time here, the session will be closed.
Session timeout (minutes): The session in the idle position will be automaticly closed after the determined time here. If left blank, the session will remain open until the customer closes it.
Note: If a value of zero is entered, the session will be closed as soon as it is switched to the idle position.

MT timeout (seconds): When customers log in again, the system connects them to the agent which they last met. If the agent is busy system connects to another agent after the seconds determined here,
Agent ring time (seconds): Duration of chat message notification on agent screen and agent desktop ringtone playtime.
Wrapup time (seconds): The agent rest time. When the operations with a chat message are over, the rest time of the other chat message arrives at the ready agent.

Advanced Settings

Time conditions: Time settings allows us to separate the time into specific groups. When you define the different time groups you work with as time conditions to the system, you can run the Tegsoft system in accordance with your working style in these time groups. You can find detailed information on the link.
Hold message time: Determines how long your customer will wait in the queue without a response in seconds.
Hold message sending type: This is a combo box with three options.
Closed: Do not send a hold message.
Once: Send one hold message.
Repeating: Repeat this message in the selected frequency.
Hold message: A message to your customers that shows you care about them. You can fill it as you wish. For example, “Sorry to keep you waiting.”
Idle message time: Determines how long the customer waits in the idle position before the idle message send.
Idle message sending type: This is a combo box with three options.
Closed: Do not send an idle message.
Once: Send one idle message.
Repeating: Repeat this message in the selected frequency.
Idle message: While the customer is waiting at idle position, the automatic idle message to be sent to the customer must be entered in this field.