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Administrators can view Chat Agent Personal Profile Settings in the Browser User Interface
Answer ID 12810 |
Last Review Date 03/31/2025
How can I view the Max Chat setting or other Agent Preference settings for my Chat Agents?
Environment
Chat, Browser UI
Oracle B2C Service
Resolution
As of the April I 2024 Browser UI release, Administrators can view chat agent personal profile settings from within the Browser UI. This makes it easy for Administrators to understand how each agent has modified their personal preference settings.
In the initial release of this feature, Administrators can view the "Max Chats" and "Stagger Incoming Chats Time" settings. In the OCT I 2024 release, we have also included the “Profile-Max Active Chats” setting. In subsequent releases, it will be possible to view additional settings..
Chat Administrator: Feature Set-up & Experience
Steps to enable the feature:
In the initial release of this feature, Administrators can view the "Max Chats" and "Stagger Incoming Chats Time" settings. In the OCT I 2024 release, we have also included the “Profile-Max Active Chats” setting. In subsequent releases, it will be possible to view additional settings..
Chat Administrator: Feature Set-up & Experience
Steps to enable the feature:
- This enhancement is automatically available for Administrators
- There are no configuration steps required to enable this feature
System Requirements for the feature:
- This feature does not require a CX upgrade
- This feature does not require an Engagement Panel update
Overview of the Administrator Experience:
1. When the Administrator is logged into the Browser UI
2. From the menu (upper left corner) > Configuration > Administration > Chat Configuration > Live Chat Configuration
3. Go to the “Chat Agent Personal Profile Settings" menu
4. The list appears with the following information:
a. Staff Account Name
b. Staff Account Display Name
c. Maximum Active Chats, as it is currently set by the agent in their personal profile settings
b. Staff Account Display Name
c. Maximum Active Chats, as it is currently set by the agent in their personal profile settings
d. Profile-Max Active Chats, as it is currently set on the profile for each agent
e. Stagger Incoming Chats Time (seconds), as it is currently set by the agent in their personal profile settings
e. Stagger Incoming Chats Time (seconds), as it is currently set by the agent in their personal profile settings
5. It is possible to search for and select, one or many Staff Accounts; once selections are made, then the list is filtered
6. Important Notes: a) If an agent modifies their personal settings while an Administrator is viewing the data, then the older value is shown; the new value is not shown until the configuration page is opened once again. b) The changes performed by the agent are applied at interface level, therefore the administrator should be logged into the same interface to see the changes reflected.
6. Important Notes: a) If an agent modifies their personal settings while an Administrator is viewing the data, then the older value is shown; the new value is not shown until the configuration page is opened once again. b) The changes performed by the agent are applied at interface level, therefore the administrator should be logged into the same interface to see the changes reflected.
Note: This feature is available only for agents who have modified their settings in Browser UI. For tips on how to determine if chat agents had adjusted their preferences in the .NET Console, please see Answer ID 10298: Chat agents can adjust the maximum available chat sessions.
