Scheduling Availability of Live Chat Queues

1 like Updated 9/13/13, 9:59 PM by LilianaOrozcoTags: None

To manage the availability of a Chat Queue, the attribute Available to Chat needs to be turned on and off in the chat queue (person group).

To do this automatically, you need two actions and two escalations.

  1. Go to System Configuration > Platform Configuration > Actions and click the New icon.
  2. Specify the following values and save the record.
    • Description:  Turn off chat queue
    • Object: PERSONGROUP
    • Type: Set Value
    • Value: 0
    • Parameter/Attribute: pmtcoischatqactive
    • Accessible From: ALL
  3. Click the New icon again to create a new action.
  4. Specify the following values and save the record.
    • Description:  Turn on chat queue
    • Object: PERSONGROUP
    • Type: Set Value
    • Value: 1
    • Parameter/Attribute: pmtcoischatqactive
    • Accessible From: ALL
  5. Go to System Configuration > Platform Configuration > Escalations and click the New icon.
  6. Specify the following parameters.
    • Description: Turn off all chat queues
    • Applies To: PERSONGROUP
    • Condition:  pmtcoischatq = 1
    • Set Schedule, for example, every day at 5 PM
  7. In the Escalations Points section, add a new row and in the Escalation Point Condition field, specify the same condition shown in the preceding screen capture:  pmtcoischatq = 1
  8. Select the Repeat check box.
  9. In the Actions section, set the action to Turn off chat queue.
  10. Save the record.
  11. Click the New Icon to create another escalation to Turn on all chat queues.
  12. Similarly, specify the following parameters.
    • Description: Turn on all chat queues
    • Applies To: PERSONGROUP
    • Condition:  pmtcoischatq = 1
    • Set Schedule, for example, every day at 8 AM
  13. In the Escalations Points section, add a new row and in the Escalation Point Condition field, specify the same condition shown above: pmtcoischatq = 1
  14. Select the Repeat check box.
  15. In the Actions section, set the action to Turn on chat queue.
  16. Save the record.

 

If different queues are at different schedules, you’ll need to specify the name of the person group for each escalation. For example, the condition can be something like:

 

pmtcoischatqueue=1 and persongroup=’name_of_chat_queue_here’