To use FocalScope's Live Chat feature you first need to create a Live Chat group comprised of agents to attend to all incoming chat requests from customers and prospects visiting your website. This article details how Live Chat groups are created in FocalScope.
Each Live Chat group in FocalScope has to have, at least, one agent associated with it who can accept incoming chat requests from customers / prospects.
This group can now be used to answer all incoming chat requests from customers / prospects visiting your website.
Figure 2 - Configuring a Live Chat group
The 'auto state' helps to direct live chat requests from your website to the appropriate online group during the hours that they are attending to incoming live chats.The 'auto state' sets a group of agents' status to either online or offline (depending on their working hours and time zone) and, thus, relies on a properly configured working hours profile, which can be an existing profile or a newly created one specifically for use with the 'auto state.'
Please note: It is highly recommended that, if you were previously using the 'auto state' feature, you set the correct time zone ID (in the working hours profile associated with the Live Chat group) to ensure proper functionality when Daylight Saving Time is in effect.
To set up the 'auto state,' for a Live Chat group, do as follows:
Figure 3 - Configuring the 'auto state' feature