Active Live Chat Groups
Departments are broken into divisions called groups. For example, a support department
may have level 1 support (less experienced support agents), level 2 support (more
experienced support agents), and support management groups. Each group may have
different permissions assigned to it, giving organizations the ability to assign
agents within a single department varying access to information.
In addition, each agent within the group has a status of active or inactive. Active
status indicates that the agent can be assigned tickets and/or live chats. An agent
with an inactive status cannot be assigned tickets and/or live chats. Managers can
view and edit the status of agents within each group from the Active Live Chat Groups
area of the live chats section of the management interface.
The Active Live Chats Groups page gives managers the ability to view the following
- A list of all agents
- The status of each agent
- The number of active live chats assigned to each agent
- The number of active live chat groups
- The total number of live chat groups that the agent belongs to
To access this information, click the live chat icon, then click Active Live
Chat Groups in the navigation pane.
To change the status of an agent, select the agent and click Edit in the
content pane toolbar or double-click a specific agent.
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