You can view Chats from the My Live and Live Ticket Queues on the Navigation Panel. When you accept a Chat it goes into the Live status:

• Live shows you all the Chats that are active in the helpdesk, regardless of which Agent they are assigned to.

• My Live shows you all the Chats that are Live and assigned to you.

Live Chat Queues

The My Live and Live queues can be filtered by hovering over the queues in the Navigation Panel this will open the filtering menu.

From here you can Group your queues.

Grouping Options

The options are the same for My Live and Live, these are some of the filters you can group by:

• Status the Chat is currently in.

• Urgency of the Chat Ticket.

• Agent that owns the Chat.

• Department the Chat belongs to.

• Organization the User belongs to.