Chat Alerts application

Chat Alerts is a standalone application that runs on a support agent’s PC and that notifies the agent of new chat messages entering the Support Agents chat session queue in the Support Agent Console (SAC). 

It can also alert if a message in the SAC chat session queue exceeds the set Service Agreement (SA) value. 

To install Chat Alerts

1. From the server where BMC Virtual Agent is installed, copy or deploy the following two files to a support agent's computer:
   • VirtualAgentInstallDirectory\VirtualAgentComponents\chatalerts\ChatAlerts.exe
   • VirtualAgentInstallDirectory\VirtualAgentComponents\chatalerts\ChatAlerts.xml
     
      
2. From the Virtual Agent Administrator Console, enable Chat Alerts. 
   1. Select Self Service Portal > Configuration, and select Show Disabled. 
   2. Select Authentication - Chat Alerts and click Modify.
       
   3. In the new window, Set the Status to Enabled and click Save.
   4. To refresh setting changes without restarting Apache Tomcat, click Refresh Servlets.
      The new refresh time appears in the table. 

To configure Chat Alerts

1. To start Chat Alerts on the service agent's computer, run the ChatAlerts.exe file.
2. Right the Chat Alerts icon in the taskbar.
   
    
3. Click Settings.
    
4. ln the Settings window, configure Chats Alerts as shown in the figure below. 
   
    
5. Click OK to save the updated settings. 

Related topics

Support Agent Console