A Service Desk manager or administrator configures the
live chat feature to best fit the needs of the data center. In the
product as shipped, the live chat feature provides a single chat queue
that an administrator populates with Service Desk agents who respond
to chat requests. If your data center requires a more complex live
chat operation with multiple chat queues for different types of problems,
you have the flexibility to set up such an environment. Five types
of users in the data center use, configure, and manage ongoing live
chat operation.