Administering

Administrators configure some components of Live Chat by using the Virtual Chat Administration Console. This console contains options in the left navigation pane that administrators use to define system settings, create tools for agents, and set agent assignments. When you open the Virtual Chat Administration Console, the Chat Server Settings pane (under General Settings) appears by default.

An administrator can configure the following settings:

• Cleaning up chat form data
• Branding Live Chat for your company
• Configuring and disabling refresh
• Configuring the Self Service Portal
• Hiding the default wait time and ticket creation message for VIP end users
• Chat server options
• Defining service level agreements
• Defining Virtual Agent Queries
• Configuring the support agent settings
• Monitoring system activity
• Configuring live chat hours for support agents
• Setting up notifications and alerts
• Validating people information
• Windowed mode for the Self Service Portal