Did You Know That...
You can now get GCC Helpdesk help online in the form of a live chat?
By Maureen Weibel

The Live Chat for clients is open to anyone with an eGCC username. Clients can use their eGCC username and password to log on and ask their initial question. This request goes to the pool of available Helpdesk helpers, called agents. The first available agent answers the request and opens a chat session.

One of the resources available to the agent is a library of pre-composed responses for common problems. This will cut down on response time and help to standardize the quality of help. Another resource is the ability to invite an additional agent into the conversation. Another agent can be helpful if he or she has special knowledge or experience related to the problem.

Using Live Chat, the agent and the client can get timely feedback from each other to create the solution to the problem. At the end of the session, if the client wishes, he or she can request a transcript of the session. With Live Chat, access to the Internet gives you another way to get computer help from the GCC Technology Helpdesk. The link to our Live Chat looks just like the picture above. You will find the link on the GCC Technology Resources main web page at http://www.gccaz.edu/hd .

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