The CreatorCon Call for Content is officially open! Get started here.

Agent Chat, Routing, and Sidebar forum
cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Forum Posts

Virtual Agent - Live Agent Availability

We are about to start Live agent for our Service Desk. The topic block is set so that where no agents are available the topic closes and the user gets the message that can be seen in "no agents available - transfer to live agent topic" attached image...

Nick124 by Tera Contributor
  • 777 Views
  • 2 replies
  • 0 helpfuls

Chat desktop notification is not popup - the notification is in the history of the desktop notificat

Agents setup chat settings as below but Inbox desktop notification is not popup, but the notification is in the desktop notification history. This issues are both Chrome and Edge.  But during the chat, agents get conversation desktop notification pop...

Live Agent SLA

Has anyone figured out a way of measuring the time taken from the point a user requests to talk to a Live Agent to the moment a Live Agent connects? I can't seem to find any data like this on the out of the box Dashboards. The only data I can find is...

AWA - Stop Assignment Outside of Skill

TL;DR: How do I stop having agents get assigned work items that do not belong to their skill, if the work item itself matches the queue condition? Hi all,  I have a question with Advanced Work Assignment that I believe should be a quick fix. My issue...

Ruide Bu by Tera Contributor
  • 2440 Views
  • 5 replies
  • 0 helpfuls

Live Chat notification sound

Our Help Desk just switched over to SNOW about a month ago. I sometimes have to do the Live Chats and do not always get a sound notification for new chats. I checked my settings and they are all enabled.  (See Screen shot below)I hear a very short so...

dbunch_0-1718830901900.png
dbunch by Tera Contributor
  • 1501 Views
  • 3 replies
  • 1 helpfuls

AWA - Clear Inbox Work Items?

Hello,I'm wondering if it's possible to clear out an agents inbox with AWA. We have many agents who prefer working on HR cases out of the regular list views, so they never click "open" any work items via their inbox, even after that HR case has close...

Msteiner94 by Tera Contributor
  • 1373 Views
  • 5 replies
  • 6 helpfuls