Page 12 - Grand Travel - Demo Prototype-RayD

Grand Travel Demo

Explain the Chat Interaction
“We’ll enter in my customer name and number. These will help the agent identify the customer
when they accept the chat request. I then select the Submit button, and that now queues the
chat for an agent skilled to accept these types of chats, in this case, a sales agent because this
customer has never purchased a package from Grand Travel before.

Let’s now see how the agent can handle this interaction. The agent that is logged in is skilled to
take this call, but is unavailable right now. MAX allows the agent to see the activity in the queue
they are assigned to, and if you look at the information bar at the bottom of MAX you will notice
that there is a chat in their queue. Selecting the chat queue will show all the chats in that queue.
RIght now, you see that our chat request is in the queue waiting for the agent to become
available to take the chat.”

Action: Show Information in MAX
Show the queue information and how selecting it provides information on the chat in queue:

Highlight that the agent could be part of more than one queue as well.

Author: Alain Mowad Page 12 of 73