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Sorting visitors for agents

Sorting visitors for agents

Many times organizations with a large number of agents will want to organize and sort which visitors chats get directed to certain agents. All Agent Desktop applications are customizable and the following step can be used to filter different options for each individual Agent Desktop. There are two ways to sort which visitors and chats your agents can use:

1) The first method is to drag the column headers which you would like to filter into the blue bar above them. For example, if you would like to allow an agent to only take visitors or chats in a specific department; you can drag the department header into the blue filter bar which will allow that agent to see only visitors organized by departments.

2) The second method is to create a custom filter. In order to create a custom filter hover on the column header and select the small arrow in the upper right hand corner. From there you can select 'Custom'.

Next, you will see a box where you can set custom conditions for agents. For example if you want to only show this Agent visitors who are visiting you would select 'Show rows where: equals to chatting'.