This documentation supports the 20.02 version of BMC Live Chat.
To view an earlier version, select the version from the Product version menu.

Configuring the chat session settings for support agents

As an administrator, you can configure the chat sessions settings such as automatic acceptance of chats, setting agent status to offline, available, or unavailable, and transfer timeout. You can also configure an alert banner that is displayed to the agents when they have left a chat session inactive. 

Important

In BMC Live Chat, Support Agent Console in BMC Remedy Mid Tier is replaced by Live Chat in Remedy with Smart IT (Smart IT). These configuration settings apply to Live Chat in Smart IT.

Chat session settings

The following table describes the chat session settings that you can configure for support agents:

SettingDescriptionReference
Agent Auto Accept

To help reduce users' wait times, you can enable the Agent Auto Accept setting. This setting controls whether chat requests from self-service users are automatically assigned to support agents.

  • 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 randomly to different agents based on availability.
    Important: For the chats to be automatically assigned to agents, you must enable the Agent Auto Accept setting.
  • Disabled—Chat requests are not automatically assigned. Agents must manually select a chat from the session queue in the Support Agent Console.
Set Agent Offline on Close

Sets the agent's chat session status to Offline when the agent selects Close. This setting provides the agent time to complete the incident request ticket after closing a chat session. If an agent has multiple sessions, only the session in which the agent clicked Close is marked as Offline. After setting the status to Offline, the agent cannot be assigned new chats. However, the agent can continue working on the chats that were already assigned and open. When ready, the agent can change the session to Available.

Clicking LeaveTransfer, or Abandon does not set the session to Offline.

Set Agent Unavailable on Start

With this setting, when the agent logs in or closes an existing chat session, the agent is not immediately presented with the next chat request. If this setting is selected, the agent must manually change the status to Available receive chat sessions.

This setting enables an agent to complete any follow-up work to the chat session. When ready, an agent selects Available in the chat session indicating that the next chat request can be assigned.

Transfer TimeoutDetermines how many seconds should elapse before a transferred chat session is returned to the original support agent.
List Check FrequencySets how often the Support Agent Console checks for updates to the chat session queue.

To configure the chat session settings

  1. In the IT Home page, select Virtual Agent > Virtual Chat Administration Console.

  2. Select General Settings Support Agent Console

  3. In the Other Settings section, select the check box corresponding to the chat setting that you want to enable. 

  4. Click Apply

The following image is an example of the chat sessions settings:

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