Configuring Live Chat for Browse Solutions in Service Providers
You can configure multiple-queue live chat operations by designating person groups as chat queues, creating ticket templates for chat topics, configuring response plans to route chat requests that arise from solutions, and more. Users can be authorized to initiate live chats and granted the right to create new chat queues.
Before you begin
After you perform the initial configuration steps, you can control whether a queue is accepting chat requests, make queues available or unavailable, review waiting and in-progress chats, and view agents and their status. These operations are described in "Managing live chat operations."
- IBM Control Desk version 7.5.3.1 or higher
- Customers already created
- Users and groups for chat agents created and configured
Procedure
Complete these steps to set up an efficient multiple-queue live chat operation:
- Log in to IBM Control Desk as an administrator.
- Go to, select a group, and grant access to the agent button in the solution dialog.
- Because the user is from a specific customer, only objects associated with this customer are available in the Self Service Center. To ensure that your solutions are configured correctly, go to .
- Go to, create a person group, add the chat agents, and configure the group to be a chat queue. Save the record.
- Go to and create a response plan to route the end user to the correct queue.
- Fill in Assign Owner Group and Apply Solution.
- Associate a customer with the response plan.
- Add a criteria if you need to route the chat request from a solution to different queues. Otherwise, the same response plan is applied to all solutions.
- Save and activate the response plan.
Results
Live Chat for Browse Solutions is configured for Service Providers. You must repeat this procedure for each customer. The chat request is routed according to the customer.