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Manage multiple customer care windows
Use these tips to help manage the multiple windows that display on the screen during a session. You might also want to share these tips with customers.
Procedure
- Participate in one session at a time. Tracking multiple sessions can be difficult, especially when you use tools that require separate windows. In most cases, you can best serve the customers by participating in only one session at a time. If conduct multiple sessions, first read Manage multiple customer care sessions.
- When you are done with a tool, be sure to close the tool window instead of minimizing it. You close a tool window by clicking the X in the upper right corner of the window. Clicking the line (_) minimizes the window, leaving it accessible from the task bar along the bottom of the screen. (You might need to move or resize the tool window to keep the buttons visible.)
- Keep the chat transcript area visible. Whenever possible, keep the chat transcript area visible by moving or resizing other windows.
- Resize windows. Making a tool window smaller might allow you to view both the tool window and the chat transcript area. You can resize any window by placing the cursor along the bottom or side edge of the window until the cursor becomes a double-arrow. Make the window bigger or smaller by dragging the cursor. You might need to resize both the tool window and the window containing the Sessions tab, so that you can enter chat messages and view the chat transcript while also viewing the tool window.
- Move windows. You can move a window by placing the cursor along the title bar at the top of the window until the cursor becomes a double arrow. Drag the window and drop it anywhere on the screen.
- Tell customers when their browser window will change. Always tell customers when their browse window will change on their screen. You should also tell customers if they need to manually close a window. For example, when a new Web page has been sent to a customer's screen, they should be told in advance.
- Switch between windows when necessary. Some windows will not remain on the screen side by side. Use the taskbar along the bottom of the screen to switch between windows.
Related concepts
Related tasks
Manage multiple customer care sessions