How To Set Permissions To Let Agents Manually Take Chats Over Their Max (Doc ID 2013319.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Goal

We are looking into the possibility of allowing our agents to manually take an additional chat from the queue at peak times, beyond the max number of chats they are auto-assigned. So if their max auto-assigned is 2 chats, but they see there are chats waiting in the queue and they feel comfortable taking on a 3rd chat, they could manually take 1 more chat from the queue.

I think we could accomplish this with the following settings changes, but I would like confirmation.

Example Role: SA - Sales (2 chats), Chat Permissions
- Change "Max Concurrent Chat Sessions" to 3
- Leave "with Maximum Number of Chats to Auto-Accept" set to 2
- Change "with Unassigned Customer Chats Hidden in Queue" to No

Would this have the desired effect described above?
 

Solution

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