Table of Contents
The Agent Chat Console is an interface for agents to handle multiple inbound requests from users. Administrators can use the Agent Chat Console tab to configure the Agent Chat Console settings. Here Administrators can set the required timeout intervals both for the end user and live agents supporting those end users. As well as manage the Agent Chat Console settings by creating a web service to create a ticket from the chat console, define the agent's availability, suggest skills to the users and more.
To manage the Agent Chat Console settings, on the Settings page, click the Agent Chat Console tab as shown below.
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Once the conversation is accepted by the Agent, you can define the time the Agent is warned on the end user time out interval from the wait queue. The default value is 1 minute (which is the minimum value), and the maximum value is 10 minutes. Once the set time elapses, user returns to Bot mode. For example, if you set 5 minutes, the maximum time the user can remain in the Agent Chat Console wait queue is 5 minutes. In case the Agent still does not start a conversation with the user, then the user returns to Bot mode.
User Idle Time Out
Define the time when the Agent is warned that the user has reached the maximum time limit in the Agent Chat Console wait queue, and if the Agent still does not accept the request, then the user returns to Bot mode. The default value is 1 minute (which is the minimum value), and the maximum value is 10 minutes. For example, if you set 5 minutes, then the user will return to Bot mode after 5 minutes without an Agent accepting their chat request.
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Specify the business hours when support analysts will be available to chat with the end users. Select the From time, To time, Time Zone and the working days. The The default operating hours is set to 24 hours, which can be changed. The end user will also be able to see the estimated wait time in the Agent Chat Console wait queue. This provides the user with visibility on how long they should expect to wait for an agent so that they can make a decision to wait or exit. The estimated wait time is calculated by the previous seven days average wait time. You can also customize the message to be shown to the end users when the chat request is outside the available business hours. During the business hours, when the user requests to be transferred to an agent, the following message appears.
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