Multi-Chat Scenarios

Multi-chat scenarios simulate the real experience of contact center work, where agents handle multiple customer conversations simultaneously. This advanced feature tests both typing skills and multitasking ability.

What Is Multi-Chat?

In multi-chat mode, you manage 2-5 customer conversations at the same time, just like in a real call center environment. This tests:

• Ability to context-switch between conversations
• Prioritization skills
• Typing speed under pressure
• Mental organization

The Multi-Chat Interface

Chat Windows

Multiple chat windows appear on screen, each representing a different customer:

• Each window shows the customer name and conversation history
• Active (selected) chat is highlighted
• Unread messages are indicated with a notification badge
• Waiting time is shown for each customer

Switching Between Chats

Navigate between conversations using:

• Tab - Move to next chat
• Shift + Tab - Move to previous chat
• Ctrl + 1-5 - Jump to specific chat (1-5)
• Click directly on a chat window

Multi-Chat Strategies

Prioritization

Not all chats are equal. Prioritize based on:

1. Wait time - Customers waiting longest should get attention first
2. Issue complexity - Quick questions can be answered between longer responses
3. Customer status - Some scenarios may indicate VIP or priority customers

Time Management

Mental Organization

Keep track of multiple conversations:

• Note where you are in each conversation
• Remember what each customer needs
• Don't send information meant for one customer to another

Difficulty Levels

2-Chat Mode

• Entry level multi-chat
• Manageable pace
• Good for learning the interface

3-Chat Mode

• Standard call center experience
• Requires active attention switching
• Builds real-world skills

4-5 Chat Mode

• Maximum challenge
• Tests limits of multitasking ability
• Simulates high-volume periods

Performance Metrics

Multi-chat scenarios measure additional metrics beyond single-chat tests:

Throughput

• Chats Completed - Number of conversations successfully resolved
• Messages Per Minute - How many responses you send across all chats

Customer Experience

• Average Wait Time - How long customers wait for your responses
• Maximum Wait Time - Longest any customer had to wait
• Resolution Rate - Percentage of issues successfully resolved

Quality

• Cross-Chat Errors - Sending wrong information to wrong customer
• Typing Accuracy - Overall accuracy across all conversations

Tips for Success

1. Start with fewer chats
   Master 2-chat mode before attempting 3+ simultaneous conversations.
2. Use keyboard shortcuts
   Learn Tab and Ctrl+number shortcuts for faster switching.
3. Watch wait times
   Don't let any customer wait too long - check the timer indicators.
4. Stay calm
   Rushing leads to errors. Maintain steady, accurate typing.