Modifying service center users chat authorization and limit settings

You can give users with the ServiceMgr role access to the Manager Dashboard, and you can authorize users with ServiceRep or ServiceMgr roles to chat. You can also set the maximum number of concurrent chats that users who are authorized to chat are permitted.

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Service Groups.
  4. Select a service group.
  5. Click Members.
  6. Click Assigned .
  7. Double-click the name of the user.
  8. Specify this information:
    Designated Manager
    A designated manager has access to the Manager Dashboard. Available only for users with the ServiceMgr role.
    Chat Authorized
    Authorizes the user to chat. Chat is available only to users with the ServiceRep or ServiceMgr roles.
    Chat Limit
    The maximum number of chats in which the user can be engaged simultaneously.
  9. Click Save.