Changing the status of a chat queue

At any time after you designate a person group as a chat queue, you can change the status of the queue to make the queue available or unavailable for chats. You can change the status of several person groups at once, or you can change the status of an individual person group record.

About this task

All of the procedures for changing chat queue status are performed in the Person Groups application (Go To > Administration > Resources > Person Groups).

If you go into a specific person group record for a chat queue and uncheck Is Chat Queue, thereby specifying that the group is no longer a chat queue, the status automatically sets to unavailable; the Available to Chat box becomes read-only.

After you change the status of a queue from available to unavailable, any chats that are in progress or waiting for that queue remain active and will proceed. However, no new chats will be routed to the queue.

Parent topic: Managing live chat operations: Service Desk manager
Related tasks:
Designating a person group as a chat queue
Using the Chat Queues queries
Viewing agent and chat status
Creating chat queue person groups
Related reference:
Chat Queue tab in Person Groups application

Changing status for selected chat queues

About this task

You can select chat queues that you want to make available, or you can select queues to make unavailable.

Procedure

Perform these steps to change the status of selected chat queues:

  1. Select one of the following options from the Select Action menu, depending on whether you want to make queues available or unavailable:
    • Select Chat Queues to Make Available
    • Select Chat Queues to Make Unavailable
    If you selected Select Chat Queues to Make Available, a dialog opens to display a list of chat queues that are currently not available; if you selected Select Chat Queues to Make Unavailable, the dialog displays queues that are currently available.
  2. Check the groups that you want to make available or unavailable, depending on the action you are performing.
  3. Click OK.

Changing status for a single chat queue

Procedure

Perform these steps to change the status of a single chat queue in the person group record:

  1. Ensure that you see the complete list of person groups. If you have just opened the application, place the cursor in the Person Group field and click enter; from an individual record, click List View.
  2. Click the name of the person group for which you want to change the status. The person group record opens.
  3. Open the Chat Queue tab.
  4. Check Available to Chat to make the queue available, or clear Available to Chat to make the queue unavailable.
  5. Click Save to save your change.

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