使用网络聊天交互
以下权限:
- 路由 > 座席 > 排队
- 路由 > 队列 > 加入
- 路由 > 队列 > 搜索
- 路由 > 队列 > 查看
Similar to an instant message, SMS text, or chat room experience, chat interactions enable a customer to begin a text conversation with you. Both you and your customer can see the text that the other party enters. Depending on organization and queue settings, you can receive multiple chats at the same time or chats while handling other interactions. 有关同时处理多种类型的交互的详细信息,请参阅 管理多个交互。
Genesys Cloud uses automatic call distribution (ACD) to route chat interactions to you. Genesys Cloud routes chats based on a queue’s evaluation and routing methods. For example, Genesys Cloud could route a chat to you based on several criteria; for example:
- 你和客户说的语言相同。
- You have a particular skill.
- 您是下一个可用代理人。
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