Chat users and administrators
Depending on your role in the organization, you might use the chat feature to engage in chats between end users and Service Desk agents; configure the person groups and response plans to route chat requests to Service Desk agents; manage chat queue person groups; migrate chat configuration to a test environment; or configure high availability for chats.
| This user . . . | Performs these live chat operations |
|---|---|
| Self Service end user | From within the Self Service Center or Search Solutions, can request a chat session with a Service Desk agent. When the request is accepted, proceeds with the chat. |
| Service Desk agent | Accepts chat requests and starts the chats. Updates associated service request after chat is completed. Can belong to multiple chat queues and conduct multiple chats at a time. |
| Service Desk manager | Assigns agents to chat queues. Creates and manages queues for multiple-queue operations; for routing chats, configures response plans, ticket templates, or both. Monitors agent availability. |
| Configuration specialist | Migrates the live chat configuration to a test environment. Migration Manager is used to export the configuration definitions to XML. |
| Deployer | Configures chat service to work effectively in a clustered environment. |