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Relationship Between SR Availability and Live Chat Availability

in Help Desk 1 comment

Summary:

Im trying to better understand how agent availability works in Oracle HR Help Desk.

Our expectation is that agents assigned to Service Requests (SRs) should be available to work on SRs whenever they are logged in, or when their status is set to Available. For Live Chat, however, we would like agents to have the ability to explicitly mark themselves as Available (or Unavailable) to receive chat requests.

Are SR availability and Live Chat availability always linked, or can they be managed independently?

For example, is it possible for an agent to remain available for SR work while being unavailable to receive Live Chat requests?

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