Monitor the HR chat queue

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Employees can ask a question from the Chat with HR link on the HR Portal. Their question is placed in the HR chat queue, and any HR agent monitoring the queue can respond to it.

    Before you begin

    Role required: sn_hr_core.admin

    Note:

    Connect Support will be deprecated. For similar capabilities, please move to Advanced Work Assignment and Agent Chat. For details, see Move from Connect Support to Advanced Work Assignment and Agent Chat.

    About this task

    By default, all members of the HR group monitor the HR chat queue. When a question is submitted to the queue, a pop-up notification appears.

    Figure 1. HR chat queue notification
    Alert chat queue message that a customer has joined queue.

    Procedure

    1. Navigate to All > Collaborate > Connect Support.
      The Connect workspace opens in a new tab.
    2. Click the support tab of the Connect sidebar, indicated by a headset icon (Support icon).
      The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can accept the conversation.
      Figure 2. Support tab of Connect sidebar
      The support tab of the Connect sidebar displays queues you belong to and support cases
    3. Accept a conversation in one of the following ways.
      OptionDescription
      Accept a conversation from a queue Under Queues, click Accept by the queue.

      The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar.
      Accept a transfer request Under Cases, click Accept by a transfer request.
      Figure 3. Transfer request
      The transfer request contains buttons to Decline or Accept

      The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation.
    4. Respond to the user and help resolve the issue.
      By default, your messages are added to the conversation record as comments and are visible to the user.

    What to do next

    If necessary, you can open a new HR case or incident from the conversation for further investigation. You can also transfer the conversation to a different agent or queue, or escalate the conversation to a higher priority queue.