Chat Queue Requirements and Monitoring

Owned by Former user (Deleted)
Last updated: Sept 05, 2012Version comment
2 min read

Chloe has placed these requirements in HPQC.  They are proposed and not yet signed off:

Chat Queue Configuration Details/Requirements

Name - Enter the name that end users see as a title for the queue.  ITS Help Desk Chat Support

Active - Select the check box to activate or clear the check box to deactivate the chat queue. Check selected

Assignment group - Select the group that contains the support staff for the chat queue. Every agent sees the chat queue on their chat desktop and can answer any user that is waiting in the queue.

The Service Management Team recommends that any specific Chat Queue be assigned to an existing assignment group.  The ITS Help Desk Chat Support queue should be associated with the CTS Help Desk assignment group. 

In the future, should the CTS Student Collaborative or other teams wish to provide chat support, a separately configured queue, with different schedules can be initiated for them.

 Schedule(Optional) - A schedule that defines when a queue is available This should be set to Weekday 8:30- 5:00 exclude holidays

Question - The initial question that end users see when they open a new Help Desk Chat How can I help you?

Confirm problem(Optional) - The confirmation message that end users see when they enter an initial question  Thank you for contacting the ITS Help Desk. Please NOTE: Yale ITS will NEVER request passwords or other personal information via email or in chat sessions. Your problem has been submitted and an agent will be with you shortly.

Initial agent response(Optional) - The message that end users see when an agent accepts their chat. Thank you for waiting. An ITS Help Desk agent is now online with you.

Not available - The message that end users see when a Help Desk Chat request is not accepted because the queue is outside its scheduled availability,  Chat support is not available at this time.  This support channel is available Monday – Friday 8:30am – 5:00pm excluding Yale holidays and recess.

Configure the following Chat Queue admins:

  • Adriene Radcliffe
  • Chloe Turnbull
  • Mark Kovacs
  • John Pagliuca
  • Lori Seluga

RequirementsFor Future Reference, I also found this: http://www.servicenowguru.com/system-ui/waiting-chat-queue-entries-notification/

to help gain visibility to number of users in chat queue