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Openfire Administration by Mayank Sharma

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The Agent's Perspective

All through this chapter we've been discussing the Fastpath service from the perspective of the administrator—how to set up a workgroup, how to add queues, routing rules, agents, and so on. So now you know what you as an administrator can do. But that's not the complete picture. There's the agent's side to the story as well, which plays a critical role in selling Fastpath to the management.

This section looks at the features and function available to an agent to help him or her do his or her job better.

  • Current chats: When signed into Fastpath, all agents can look at the ongoing chats. They can also look at the question and the agent answering the chat. Room monitors are the only users who can right-click on the ongoing ...

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