Filtered searches are great for finding out which other agents – from which other teams – are online. They allow for both easy chat transfers and easier availability monitoring.
Filtered searches are especially useful for larger teams handling a high volume of chats. Here’s what you need to know:
• WhosOn displays a list of connected agents in a ‘Team’ tab of the client
• It also presents the status – online, away – of each connected agent
• A search bar allows you to locate the presence of specific agents
• You can also search for a general department or skill (e.g. ‘tech support’)
• Clicking the chosen operator will then open an internal chat session