Viewing agent and chat status

You can use the Chat Queue tab of the Person Groups application to view a list of all of the agents who belong to a chat queue person group. You can also inspect the status of individual agents, review in-progress chat information, and inspect details about chat requests that are awaiting an agent response.

About this task

Viewing status is convenient in a number of ways. For example, agent status might help you determine whether to make a queue available or unavailable for chats. Agents can have multiple chats ongoing at a given time.

You view this status and chat information from within the person group that contains the agents in the chat queue.


Perform these steps to view chat queue agents and their status, and to review information about chats and chat requests for the queue:

  1. Go to the Person Groups application (Open menu > Administration > Resources > Person Groups).
  2. Place the cursor in the Person Group field, and press Enter to display a list of all of the person groups that are defined in your environment. Use the search and filter functions as needed to narrow the list.
  3. Click the name of the chat queue person group whose agents you want to view. The person group record opens, and all of the people who belong to the group are listed in the Agent Chat Activity section. Their agent ID and names are provided. All of the people belonging to this person group (primary or alternates) are considered part of the chat queue and are available to chat when they log in.
  4. Open the Summary, In Progress Chats, or Waiting Chats sub-tab to review information about agent status and chats, as follows:
    Shows the number of chats that are in progress for this queue, along with the number of chat requests that are waiting for an agent. In addition, lists agents in the queue in the Agent Chat Activity table, which shows each agent ID and name, the number of chats that are currently underway for each agent across all queues, and the current agent status, as follows:
    The agent is logged in and available for chatting. However, if the chat queue is currently specified as unavailable, chat requests are not routed to the agent.
    The agent is not currently logged in to the product.
    The person is not a user. All agents in a chat queue person group must have user IDs. Non-users cannot respond to chat queues and are ignored.
    In Progress Chats
    Shows details about the chats that are currently in progress for this chat queue. For each in-progress chat, displays the request time, the names and IDs of the requesting user and the responding agent, the number of the service request that was created when the chat began, and a summary of the issue under discussion in the chat.
    Waiting Chats
    Shows details about the chat requests that are currently awaiting an agent response from this chat queue. For each waiting chat, displays the request time, the name and ID of the requesting user, and the primary e-mail address and phone number of the requesting user.