Additional System Controls
Last updated
Was this helpful?
Last updated
Was this helpful?
Company administrators should be aware of the following Live Agent Engine system controls:
Before the chat takes action on an escalation request, the system looks at the following three factors: On/Off Switch, Escalation Schedule, and Agent Availability.
Administrators can manually turn the Live Agent Engine on/off for their company at any time, regardless of the predesignated business schedule or agent availability, using the Enable Live Escalation Switch, found in the Bridge tab.
You can enable the system to automatically mark agents offline at a specific time each day. This ensures that your agent's availability status doesn't carry over to the following day. For example:
Agent A forgets to mark themselves offline upon leaving their shift. The next day, Agent A is out sick. If this toggle is not enabled, the agent would still be listed online and be assigned escalated conversations.
If Company B's live escalation hours are 24/7, agents could be marked offline during shift changes to ensure that only incoming agents are marked active.
To help streamline the setup process for agents each day, you can enable the system to mark agents "Online" upon logging into the Satisfi Labs dashboard.
