We are trying to launch live chat to the client we are supporting. I would like to know if there is a way for us to monitor the chat queue or chat waiting and how many agents are available to answer the chat.
We have a dashboard called "Service Desk Chat Monitor" it was install with a plug-in but you may need PA Premium. OOTB this dashboard is secured to the "Chat Admin" role. This may help with the dashboard. Out-of-the-box Service Desk Chat Performance Analytics Solutions
You can also create reports against the Chat Queue Entry [chat_queue_entry] table, however access to that table may be restricted to the "Chat Admin" role as well.
