In the blog post Words that characterise Live Chat, for Consumers and Companies I talk about why Live Chat is so important these days. It is definitely becoming the favourite channel for customers who want to engage with a brand or organisation.
Live Chat is also proving to be one of the preferred channels for those brands and organisations, as it not only seems to increase customer satisfaction, but is also of a much lower cost than any other assisted channel (e.g. phone, email).
One of the main reasons for that is because agents can handle more than one Live Chat session at a time. Best practice says 3 is the ideal maximum number of Live Chat sessions an agent should handle at anyone time, but the truth is it varies.
Senior agents can certainly handle more Live Chat sessions at a time than Junior agents. But Senior agents dealing with complex cases might need to handle less Live Chat session than other agents responding to simple enquiries.
Oracle Service Cloud allows you to set the maximum number of Live Chat sessions on a profile-by-profile basis. But it also allows you to let agents, in the same profile, to change the maximum number of Live Chat sessions for themselves.
Most of you would have noticed the “Max Sessions” attribute in the “Chat Agent Permissions” area of the Profile, which sets the maximum number of Live Chat sessions that an agent can be engaged in.
But it is also important to understand what is the utility of another attribute: the “Set Max Sessions”. This attribute is what will allow agents to change the maximum number of Live Chat sessions for themselves – within the boundaries of “Max Sessions”.
With the “Set Max Sessions” attribute enabled, agents will be able to navigate to their “Communication Center” options (application button in the upper-left corner) and change the “Maximum Chat Sessions” – but not go over what is set in “Max Sessions”.
If the “Set Max Sessions” attribute is disabled, then the “Maximum Chat Sessions” in the “Communication Center” options will be greyed out, and agents would have to stick to the maximum number of Live Chat sessions set by the administrator.