Ability to see which agents have made themselves available for Chat

We are concerned that requesters that use the chat feature may get ignored. Our tech team is taking turns to make themselves available for chat but we'd like to have some kind of visibility to see who is currently available in real time as it's easy to forget to change the pill bar to make yourself available or not.

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Availability

Chat

service agent

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Comments

3.14

This would be handy, also may be showing break time etc as well so you can base agent on shift with performance with in the tool, so this full integrated.

smayher

It would be helpful if this feature had more visibility. From the customer's perspective, they select the virtual agent chatbot and have to type "live agent" to get access to a live agent. The agent has to set their availability ON to be reachable. But NOWHERE does it show this to the portal admins or other general view. There is no visibility to show there is an agent available at all to chat. If my whole team is offline because of a Team Meeting, then the customer should see an "away" message saying there aren't anyone agents currently available and direct them to submit a ticket or continue chatting with the virtual agent. As supervisor I cannot see if anyone on my team is set to available or turn on/off their availability if they forgot. It would also be great to synch availability to their Outlook calendars or make it easily accessible to toggle off or show busy if they actively working with a customer.