Introduction:


Chat buttons have three availability states: Online, Busy, and Offline.
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LiveEngage provides a predefined mechanism that displays the relevant button states according to the availability of your agents:
  • Online state is displayed when there is at least one agent that has an Online status. The online state is displayed even if this agent
    is currently chatting or has a queue of visitors that are waiting to start a chat.

  • Busy state is displayed when there are no agents with an Online status, but there is at least one agent that has a Back in 5 status.

  • Offline state is displayed when there are no agents with an Online or Back in 5 statuses.

You can modify this mechanism, and configure your own conditions for displaying the online button state.

Instructions: 



To define your own conditions for displaying the Online / Busy button states:

1. From the Engagement Studio click ConfigureemptyString


Configuration window opens

2. In the Availability section select the Override to option, and select the desired condition:

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  • Select Online agents if you want to stay with the default mechanism.
    (Online state is displayed when there is at least one agent that has an Online status. The Online button state will be displayed even if this agent is currently chatting or has a queue of visitors that are waiting to start a chat.)

  • Select Agent can interact immediately if you want the Online button state to be displayed only if there is an agent that can start the chat immediately.

    If  there are no agents that can immediately take the chat, a Busy button state will be displayed.

    If there are no agents that are logged into the admin console, an Offline button state will be displayed.

  • Select Agent can interact within_ second (s), if you want the Online button state to be displayed only if there is an agent that can start the chat within the specified number of seconds.

    LiveEngage will statistically analyze past interactions with visitors, and determine whether there is at least one agent that can start a chat within a specified number of seconds.

    If  there are no agents that can start a chat within the defined number of seconds, a Busy button state will be displayed.

    If there are no agents that are logged into the agent console, an Offline button state will be displayed.
3. Click Done