Hello,

Hopefully you can help me, I searched documentation and not finding what I want. I am setting up agent chats for a new department. Due to the nature of their work, they may have the Agent Workspace minimized while working. Is there a way to enable a pop out window or some sort of notification other than the audible option?

Also I am curious to find a way to set an agent to away if they don't answer a chat within the allotted time limit that has been set up for "Reassign unanswered message" setting. Currently we have some departments that may only have 1 or 2 agents and if they are predisposed and do not answer chats even though they are "active", we do let the customer know that no agents are available after the Reassign unanswered message threshold is met, but nothing is preventing that customer from reentering the chat window and requesting a live agent again. If we could auto set the agent to away until they mark themselves available again we would be able to provide the customer with the unavailable messaging rather than allowing them to reattempt live chat.

Thank you!

Nicole

Hello,

Hopefully you can help me, I searched documentation and not finding what I want. I am setting up agent chats for a new department. Due to the nature of their work, they may have the Agent Workspace minimized while working. Is there a way to enable a pop out window or some sort of notification other than the audible option?

Also I am curious to find a way to set an agent to away if they don't answer a chat within the allotted time limit that has been set up for "Reassign unanswered message" setting. Currently we have some departments that may only have 1 or 2 agents and if they are predisposed and do not answer chats even though they are "active", we do let the customer know that no agents are available after the Reassign unanswered message threshold is met, but nothing is preventing that customer from reentering the chat window and requesting a live agent again. If we could auto set the agent to away until they mark themselves available again we would be able to provide the customer with the unavailable messaging rather than allowing them to reattempt live chat.

Thank you!

Nicole

Hello,

Hopefully you can help me, I searched documentation and not finding what I want. I am setting up agent chats for a new department. Due to the nature of their work, they may have the Agent Workspace minimized while working. Is there a way to enable a pop out window or some sort of notification other than the audible option?

Also I am curious to find a way to set an agent to away if they don't answer a chat within the allotted time limit that has been set up for "Reassign unanswered message" setting. Currently we have some departments that may only have 1 or 2 agents and if they are predisposed and do not answer chats even though they are "active", we do let the customer know that no agents are available after the Reassign unanswered message threshold is met, but nothing is preventing that customer from reentering the chat window and requesting a live agent again. If we could auto set the agent to away until they mark themselves available again we would be able to provide the customer with the unavailable messaging rather than allowing them to reattempt live chat.

Thank you!

Nicole