Agent Workspace Chat Queue Availability Selection

[Kaylee Price2]

Please tell me I am not losing it. I saw documentation somewhere where the agents in workspace queues could have a drop down under Available status to select a check box next to the queues they are available in. Has anyone seen this? Something like this screen grab I found on community?

[Chris D]

That's correct. Kind of a hacky workaround, but that would be how to do it.

Personally, I would be wary of creating (too) many chat channels, but admittedly, I don't know all the impacts. I considered creating a second one dedicated to our Service Desk so they could have their own default capacities, but in the end, I kept the ootb design with one Chat channel with capacity overrides.

If you're only talking a few chat channels for a few chat queues, that seems reasonable to me and I'd say go for it and see how it works for you.

[Kaylee Price2]

Do you happen to know if you do have multiple channels if you can still transfer tickets between them if youre an agent? like you can do with queues in that channel

[Chris D]

No idea - I didn't even test out having two chat queues - but that's a great question. I think you'd just need to test out for yourself. I feel like it could go either way: that could very well be a technical limitation of having multiple chat channels - i.e. if a company had external and internal chat queues and they ought to be fully separated - but at the same time, you can define any new channels to be Type = Chat so perhaps it does still treat all chat channels similarly.

[Kaylee Price2]

Thanks for all of your help!