Managing Live Chat Queues
Lili Orozco 110000J4HM Visits (1805)
A live chat queue in SmartCloud Control Desk is a special type of person group. On the Chat Queue tab of a Person Group (Administration > Resources > Person Groups), you can make a person group a chat queue by selecting the check box Is Chat Queue. Once a person group is a chat queue, its availability is controlled by a second check box, Available to Chat. This second check box controls whether chat requests are routed to this chat queue.
By default, SmartCloud Control Desk 7.5.1 does not provide any capability to schedule the availability of a chat queue, for example, make the chat queue available only Monday to Friday from 8 am to 5 pm EST, but this availability can easily be scheduled using existing Actions and Escalations functionality.
One action and one escalation are needed to turn off a chat queue, and another pair is needed to turn it back on. For example, an escalation can run at 8 am Monday to Friday to make chat queues available and another one can run at 5 pm Monday to Friday to make chat queues unavailable.