How to Handle Multiple Chats in USD
USD sessions make it easy to conduct multiple simultaneous chats while keeping everything in context. Each time an agent grabs a chat off the queue, the USD creates a new session. Sessions appear in the main panel of USD as separate tabs. So, if an agent is engaged with one customer, and she grabs another chat off the queue, she will see two things happen:
1. An additional avatar circle will appear on the right side of the Live Assist widget.
2. An additional session will appear in USD as a new tab.
Toggling between conversations is easy: simply click on another avatar circle in the Live Assist widget, or click on another session tab in the main panel. Both actions have the same effect:
- A new chat conversation comes to the foreground in the Live Assist widget.
- A new USD session comes to the foreground in the main panel.