WIM Error Handling Questions

[JayHenderson]

I am in the process of responding to an RFP and the customer has asked the following questions regarding Web Interaction Manager:

1) Please describe / elaborate the customer experience if the chat is inadvertently disconnected.

     Answer: There is a configurable time parameter to determine if the customer is disconnected.  If that timeout is exceeded, the chat is marked (for                           reporting purposes) as “disconnected”.

2) What is the customer experience as they try to re-establish a chat session?

3) Is the Chat session routed back to the original Agent or a new agent?

4) Is the original chat information retained for the agent? 

Any assistance you can provide would be greatly appreciated!

Jay Henderson

[Ravindra Adhav]

PSB answers inline

1) Please describe / elaborate the customer experience if the chat is inadvertently disconnected.

--Do you mean when the chat is disconnected/closed automatically after 4 hrs?
2) What is the customer experience as they try to re-establish a chat session?

--customer can create new chat and it would be new activity.

3) Is the Chat session routed back to the original Agent or a new agent?

--new agent. ICM router decide who should be next agent

4) Is the original chat information retained for the agent? 

--Customer id is retained if its same email address used to initiate new chat so from customer history have access to old chat too.

[JayHenderson]

Thanks Ravindra,

Regarding #1: The most common scenario would be when a customer inadvertantly closes his or her chat window.  It sounds as though they would need to create a new chat session and that the information associated with their email address would be retained.  Does this sound correct?

[Ravindra Adhav]

Yes. Agent (whom new chat is assigned) can see full old chat's transcript in customer history tab once the old chat is completed by agent who was handling it first time.