The Chat window is used to send and receive chat messages. Messages that are entered in the Chat window are sent to the destination via the chat server. In a chat environment, therefore, the personal computer that runs the chat server can be considered the server and a personal computer that is connected to the chat server can be considered a client. The figure below shows how the chat function is used.

Figure 6-1 Chat function overview

The chat server can run on both the controller and the agent. This means that chat sessions are not only between a controller and an agent, but also between controllers and between agents. The chat server can be connected to multiple Chat windows. In this situation, messages can be sent to a specific user and to all users. The following figure shows an example of sending a message to a specific user.

Figure 6-2 Sending a message to a specified user

The above features of the chat function can be combined to serve the following purposes:

• End user support
  When a problem occurs on the personal computer of an end user, the chat function can be used to exchange detailed information about the problem. This helps reduce the time required to solve complex problems. In addition, end users can use the chat function to ask the system administrator to assume remote control and notify the system administrator of their IP addresses.
  The chat function is also available when Remote Control is not active. Since simple problems can be solved using the chat function alone, the chat function helps reduce the network loads imposed by Remote Control. Use of the chat function in providing instructions and advice will encourage users to improve their skills because they are personally involved in the problem-solving loop when they execute instructions given via chat sessions.
  
• User training
  The chat function can be used to train users as in the case of a training course in which multiple users share a single agent to receive training on operations regarding an application. Since all trainees are given the same instructions, a uniform training quality level can be assured. When trainees raise questions, answers can be sent to specific users or to all users as required.