Purpose and Features
Purpose
Supervisors used to be able to adjust chat busy permissions individually for agents. With this enhancement, they are now enabled to collectively modify the chat busy permissions for users within a specific team or queue.
Features
System administrators and supervisors can determine which users can use the busy button. However, with this enhancement, this process can be done in bulk on the supervisor's screen. Supervisors can manage the chat busy permissions in bulk for specific users or up to 50 users within a specific team or queue.
Benefits
The ability for supervisors to collectively change chat busy permissions enables more effective management of chat traffic during busy periods.
Instructions
If you are going to make bulk changes to users who are part of a specific team, queue, status, or included in a specific alert, first make your selection from the filters.
You can view which users have chat busy permissions in the Chat Busy Permission column.
Then, follow the steps Home > Supervisor > Dashboard > Status Table to click on the Bulk action icon.
If some of the selected users have the permission active while others have it inactive, pressing the "Change Chat Busy" button allows you to either grant or revoke chat busy permission for all selected users.
If all selected users have the permission active, you can cancel the chat busy permission for only the selected users by pressing the "Change Chat Busy" button.
If all selected users have the permission inactive, pressing the "Change Chat Busy" button allows you to grant chat busy permission for only the selected users.
Impact on Agent
As follows, for users whose chat busy permission has been revoked:
The view on the customer representative screen is as follows:
As follows, for users granted permission for chat busy:
The view on the customer representative screen is as follows:
We hope your operation benefits from this new release and look forward to hearing your feedback!