Monday, April 13, 2009

IQM: Enable agents to see Customer question before they accept a chat request

Take the following steps:

1. Start Instant Queue Manager
2. Load ADF file
3. Go to Tools ->Instant Agent Settings…
4. Next you will see “Instant Agent Queue Properties” dialog
5. Go to “Queue Properties” tab
6. On the tab select the options: Get Customer request before locating an agent

7. Next go to “Basic Text Resources” tab
8. Edit the message for “Ask Queue Agent”. Make sure the keyword %Question% is specified in the message. This will enable Queue to send customer question to agent.
9. Click Ok and save settings

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