Session settings for the Support Agent Console

You can configure chat session assignment and status and the chat alert banner in the Support Agent Console.

Note

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

To help reduce users' wait times, you can enable the Agent Auto Accept setting so that chat requests are automatically routed 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.

SettingDescription
Agent Auto Accept

Controls whether chat requests from self-service users are automatically assigned to support agents.

EnabledChat 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.

Consider that there are four agents—Steve, Lana, Paresh, and Amy—with no active sessions. When the first chat session request arrives, it is randomly assigned to one of the four agents—in this case, Lana. When a second chat session request arrives, it is assigned to Steve, Paresh, or Amy randomly. If Lana closes her chat sessions before the second chat session request arrives, it will again be assigned to any of the available agents. In this case, it can be assigned to Lana again, or any of the other available agents.

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. This setting allows 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 unavailable. The agent can be assigned chats in the other available sessions. When ready, the agent can change the session to Available.

Clicking PauseReleaseLeaveTransfer, or Abandon does not set the session to Unavailable.

Note: Pause and Release actions are discontinued in version 9.1.01.

Set Agent Unavailable on StartWith this setting, when the agent logs in, the agent is not immediately presented with chat sessions. If this setting is selected, the agent must set himself or herself available to receive chat sessions.
Transfer TimeoutDetermines how many seconds 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.

BMC Virtual Chat 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 Chat 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.

ParameterDescription
<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_y>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>

This parameter is the time interval (in seconds) for repeating alerts.

Related topic

Interacting with users on Live Chat  in the Smart IT documentation.

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