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Monitor the HR chat queue

Monitor the HR chat queue

Employees can ask a question from the Chat with HR link on the HR Portal. Their question is placed in the HR chat queue, and any HR agent monitoring the queue can respond to it.

Before you begin

To use the HR chat queue, the administrator must activate the Human Resources Application: HR Connect plugin.

Role required: hr_basic

About this task

By default, all members of the HR group monitor the HR chat queue. When a question is submitted to the queue, a pop-up notification appears.

Figure 1. HR chat queue notification
Chat queue notification message.


  1. Navigate to Collaborate > Connect Support.
    The Connect workspace opens in a new tab.
  2. Click the support tab of the Connect sidebar, indicated by a headset icon (Support icon).
    The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue has the option to accept the conversation. An agent can also request to transfer a conversation directly to you.
    The support tab of the Connect sidebar displays queues you belong to and support cases
  3. Accept a conversation in one of the following ways.
    Accept a conversation from a queue Under Queues, click Accept by the queue.

    The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar.

    Accept a transfer request Under Cases, click Accept by a transfer request.
    The transfer request contains buttons to Decline or Accept

    The conversation opens in the conversation pane. The agent who transferred the conversation may or may not stay in the conversation.

  4. Respond to the user and help resolve the issue.
    By default, your messages are added to the conversation record as comments and are visible to the user.

What to do next

If necessary, you can open a new HR case or incident from the conversation for further investigation. You can also transfer the conversation to a different agent or queue, or escalate the conversation to a higher priority queue.