Designating a person group as a chat queue

In the Person Groups application, you can specify that a person group is a chat queue. Person groups that are designated chat queues contain members who are Service Desk agents, with access to the Service Requests application and to other applications as required by your organizational structure.

Perform these steps to designate person groups as chat queues:

1. Go to the Person Groups application (Open menu > Administration > Resources > Person Groups), place the cursor in the Person Group field, and click Enter to display a list of all of the person groups defined in your environment.
2. Find a person group that you want to be a chat queue, and click the person group name to open the record.
3. Open the Chat Queue tab.
4. Check Is Chat Queue to designate the person group as a chat queue.
5. Check Available to Chat if you want to immediately make the queue available for chatting.
   Note: By default, both Is Chat Queue and Available to Chat are unchecked. Agents in a queue do not receive notification that chat requests are waiting until the queue is set to Available to Chat. If you do not check Available to Chat at this time, you can open the record and do so later.

   For more information about changing chat queue status back and forth from available for chats to unavailable, see Changing chat queue status. You can create escalations that automatically set queues as available and unavailable at specified times.

6. Save the record.
7. To designate additional person groups as chat queues, click View All Records to display the full list of person groups. For each group that you want to make a chat queue, check Is Chat Queue, click Available to Chat if you want the queue to accept requests at this time, and save the record.