Configuring single-queue live chat: Service Desk manager

Edit online

This product provides a version of live chat that is simple, easy to use, and immediately usable with minimal configuration. With this single-queue chat configuration, end users specify that they want to chat, without selecting an issue or topic to chat about. To get this basic chat operation up and running, you populate the chat queue person group with Service Desk agents.

About this task

The live chat configuration that is enabled in the shipped product provides the following:
  • A person group that is a designated chat queue. The name of this person group is CHAT_Q. The person group is populated with the maxadmin user by default; you add other Service Desk agents as appropriate as you decide who will respond to incoming end user chat requests.
  • A pre-configured chat topic that was created in the Ticket Templates application. The name of the template is CHAT_TOPIC. There is nothing you need to do to this template when configuring the single-queue operation.
  • For the sccd.livechat.singlechattopictemplate system property, a global value that matches the ID of the pre-configured CHAT_TOPIC ticket template. This global value must be specified in order for the single-queue live chat setup to work. If you move to one of the more complex multiple-queue configurations, you must clear this value as your first step. There is nothing, however, that you need to do with this when initially configuring single-queue live chat.

Procedure

Complete these steps to get underway with the single-queue live chat operation:

  1. In the Person Groups application (Open menu > Administration > Resources > Person Groups), open the CHAT_Q person group. This person group is the designated chat queue for live chat.
  2. Decide which agents are suited to respond to chat requests that are submitted. The requests are not issue-specific, so you might want to pick agents with wide expertise. Select Service Desk agents across the data center that you want to belong to the chat queue. Use the following guidelines:
    • Every member of the chat queue person group needs to be a Service Desk agent.
    • If your organization installed optional content with this product, you can add members who belong to the SDAGENT security group, which automatically confers access to applications used by agents.
    • If you did not install optional content, ensure, at a minimum, that all members of the group have access to the Service Request application. You can confer other application access as well, such as access to the Incidents, Problems, and Solutions applications, depending on your organizational structure and the needs of your business.
  3. Ensure that necessary security options are in place for everyone to see the Chat Now button in the Self Service Center.

Results

After you populate the CHAT_Q person group with Service Desk agents, those agents will see, and can respond to, incoming chat requests from end users. The organization can now begin to use the live chat feature.