Agent assistance

Prerequisites

The following permissions:

  • Routing > Agent > OnQueue 
  • Routing > Queue > Edit
  • Chat > agentassistance > Access

Agent Assistance is a chat room where agents and supervisors can post, see, and respond to chat messages. This room is limited to 1000 agents per organization. Any agent over the 1000 limit sees a message that indicates -that they cannot join the room.

  1. To open the Agent Assistance room, from the sidebar, click Agent Assistance .
  2. To send a message in the Agent Assistance room, type the request for assistance and then press Enter. The message appears to all users in the room, including on-duty supervisors. 
    Note: If you close the panel, a badge appears on the Agent Assistance icon that indicates new messages. To display those messages, click Agent Assistance again.