Name |
Live Agent setup configuration. |
Live Chat Enabled |
Option to activate live chat. If you don't want to
use live Agent Chat, clear
this check box. |
Show Agent Names and Avatars |
Option to display agent names and avatars in the
Agent Chat client when a live agent enters,
transfers, or exits a chat. Agents set their names
and pictures in their Live Feed profiles.
If agent names and avatars are not displayed, agents
remain anonymous.
|
Live Chat Wait Status |
Option to display the estimated wait time in the chat
client when a requester is transferred from a virtual
agent to a live agent. The wait time is updated once per
minute. The wait time is based on the Queue
Average Wait Time minus the Time
Waiting. |
CSM Fulfiller UI |
Chat support interface: Connect Support or Agent Workspace. Note: If you're
configuring Agent Chat, you must
select Agent Workspace as
the fulfiller UI. |
CSM Queue |
Live Agent chat queue is used for Customer Service Management
(CSM)if not specified in the chat interface or
changed by a Virtual Agent topic. If
you're using Agent Workspace, you
don't need to specify a CSM queue. |
HR Fulfiller UI |
Chat support interface: Connect Support.
|
HR Queue |
Live Agent chat queue is used for HR if
not specified through the chat interface or changed by a
Virtual Agent topic. |
ITSM Fulfiller UI |
Chat support interface: Connect Support or Agent Workspace. Note: If you're
configuring Agent Chat, you must
select Agent Workspace as the
fulfiller UI. |
ITSM Queue |
Live Agent chat support queue is used
for IT Service Management
(ITSM) if not specified through the chat
interface or specified by a topic. |
Global Fulfiller UI |
Chat support interface for the platform: Connect Support or Agent Workspace Note: If you're
configuring Agent Chat, select
Agent Workspace as the
Global Fulfiller UI. |
Global Queue |
Queue used if Virtual Agent doesn't
have information about the queue from the chat interface
or a Virtual Agent topic. If you're
using Agent Workspace, you don't need
to specify a Global Queue. |
Transfer Message |
Message users see when they are transferred to a live
agent or another queue. For example: "Please stand by
while I connect you to a live agent."
Note: You can define only one transfer message,
which is displayed for all queues in your
instance.
|
No Agents Available Message |
Message that users see when a live agent is not
available. For example: "No agents are available at the
moment. Please try again later."
Note: You can define only one agent availability
message, which is displayed for all queues in your
instance.
|