Using the Chat Queues queries

If your organization installed optional content when you installed this product, predefined queries are provided in the Available Queries section of the navigation bar when you open Person Groups application. You can use these queries to quickly find person groups that pertain to the live chat feature. 

About this task

The queries are useful when, for example, you are searching for person groups that you might want to designate as chat queues, or when you want to quickly display a list of all chat queue person groups.

Predefined chat-related queries are also provided in the navigation bar of the Service Requests application.

If you did not install optional content, or if you want to make additional queries available, you can create your own queries and add them to the Available Queries section. If you did not install content and would like to have the predefined queries available, you can simply add them as available queries; query syntax is provided in the descriptions that follow.

The predefined queries are as follows:

Person groups used by ticket response plans
Lists all of the person groups that are assigned as owner groups by response plans. The query is helpful for identifying which person groups need to be chat queues, because it is these person groups that will be assigned as owner groups.

Query syntax:

persongroup in (select assignedownergroup from plusprespplan)

Person groups used by ticket templates
Lists all of the person groups that are the assigned owner group by a ticket template. When you are creating chat queue person groups, this query is useful for pinpointing groups that are already involved with Service Desk operations. Typically, most or all of the group members are already Service Desk agents, and the group can easily be designated as a chat queue.

Query syntax:

persongroup in (select assignedownergroup from tktemplate)

Chat queues
Lists all of the person groups that are chat queues. For each of these groups, Is Chat Queue? has been checked. Use this query to quickly find the chat queue person groups, so that you can inspect agent availability, determine whether queues need to be added or modified, change status to on- or offline, and so on.

Query syntax:

pmtcoischatq=1

Person groups used by service requests
Lists all of the person groups that have been assigned as the owner group in one or more service requests. All of the members of these groups have access to the Service Requests application, so you can use this query to easily find groups that can instantly be designated as chat queues. These agents are also familiar with the Service Requests application and have experience with responding to requests for service.

Query syntax:

persongroup in (select assignedownergroup from sr)

Available chat queues
Lists the person groups that are designated chat queues and are currently available for chatting. These groups have the Available to Chat box checked in the Chat Queue tab of the Person Groups application. Incoming chat requests that are assigned by a response plan to these groups will be routed to the agents in the group.

Query syntax:

pmtcoischatq=1 and pmtcoischatqactive=1

Unavailable chat queues
Lists the person groups that are designated chat queues and are currently unavailable for chatting. These groups have the Available to Chat box unchecked in the Chat Queue tab of the Person Groups application. Users who request chats with this group are informed that no agents are available to chat.

Query syntax:

pmtcoischatq=1 and pmtcoischatqactive=0