Edit global workgroup settings

These settings apply to all workgroups. However, you can override most of these settings at the individual workgroup level.

To edit global workgroup settings:

1. Click the Live Assistant tab.

2. In the sidebar pane under Settings, click Global Settings. The Workgroup Settings screen displays.

3. To change the minimum and maximum number of chat sessions allowed per agent, enter the desired number in the fields provided.

4. In the Request Timeout field, enter the total amount of time, in seconds, before a request will timeout if no agent accepts it.

5. In the Agent timeout to accept an offer field, enter the amount of time, in seconds, each agent will have to accept a request offer before it times out.

6. In the Expire Agent Rejection field, enter the time each rejection will last. After the rejection time expires, new request offers for the rejected request may be sent again.

7. In the Times to overflow before canceling request field, enter the number of times a request can be moved (overflow) to other queues before the request is cancelled.

8. In the Agents are allowed to change their names field, select the check box if you want agents to be able to change their agent names. Clear the check box if you do not want agents to have this option.

9. Click the Save Settings button.