Session settings for the Support Agent Console

With version 8.1.02 and later, you can configure chat session assignment and status and the chat alert banner in the Support Agent Console.

To help reduce users' wait times, you can enable the Agent Auto Accept setting so that chat requests are automatically to any agent's available chat session. To help agents manage their sessions, especially if Agent Auto Accept is enabled, agents' chat sessions can be set to Unavailable automatically after agents click Close. This allows an agent to complete any follow-up work to the chat session. When ready, an agent select Available in the chat session so that it can be assigned a chat request.

Setting	Description
Agent Auto Accept	Controls whether chat requests with live agents are automatically assigned. Enabled — Chat requests are automatically assigned to an available agent as defined in the support queues. If no support queues are defined, chats are routed round-robin to different agents based on availability. For example, if agent Steve has 3 available chat windows, Steve is not assigned the first three chat requests: Agents Steve, Lana, and Paresh are assigned the requests. Disabled — Chat requests are not automatically assigned. Agents must manually select a chat from the session queue in the Support Agent Console.
Set Agent Unavailable on Close	Sets the agent's chat session status to Unavailable after selecting Close for a chat that the agent is assigned. If an agent has multiple sessions, only the session in which he clicked Close is marked as unavailable. The agent can be assigned chats in the other available sessions. When ready, the agent can change the session to Available. Clicking Pause, Release, Leave, Transfer, or Abandon does not set the session to Unavailable.
Transfer Timeout	Determines how many seconds elapse before a transferred chat session is returned to the original support agent.
List Check Frequency	Sets how often the Support Agent Console checks for updates to the chat session queue.

With Version 8.1.02 and later, BMC Virtual Agent opens a flashing browser window to notify support agents that they have left a chat session inactive. When an agent is in a chat session but has been inactive (no mouse movement or typing), the alert window opens after reaching the defined threshold for inactivity. When the agent is active again, BMC Virtual Agent closes the alert window. By default, this feature is enabled, and the window appears at the bottom of the screen.

In the Alert Banner Settings area, you can modify the following parameters.

Parameter	Description
<alert_enabled>	Set to 1 to enable. Set to any number other than 1 to disable.
<alertbar_title>	Set the title of the alert window.
<alertbar_width>	Set the width of the alert window in pixels or percentage of the screen.
<alertbar_height>	Set the height of the alert window in pixels or percentage of the screen.
<alertbar_x>	Set the x-axis position of the alert window. You can use left, right, or a pixel value.
<alertbar_x>	Set the y-axis position of the alert window. You can use top, bottom, or a pixel value.
<alertbar_style>	Set the color of the window background and the text.
<alert_repeat>	in seconds, 0 is off

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