This guide will show you how to use the Live Chat Portal.

Contents

• Overview
• To access the Live Chat Portal
• Dashboard
• Calls
• Responding to Calls
• History
• Statistics
• Settings
   

Overview

• Live Chat enables users of HR to communicate and ask questions about a preconfigured range of HR topics that they may need assistance with
• Chats (calls) from users can be accessed and monitored in the Live Chat Portal. Access to the various menu options in the portal will be dependent on the configuration settings for the Live Chat Agent

To access the live chat portal

• Go to the following area:
  • Latest (left-hand) menu: Employee Communications > Live Chat Portal
  • Pre-2025 (top) menu: My Company > Live Chat Portal (opens in a separate tab)

Dashboard

• The Dashboard displays an overview of calls, response times and feedback
• The information can be viewed for All Time, 30 days or for a Custom user-entered period of time and can be viewed for your own record or that of another agent

Calls

• The Calls tab displays a summary of calls which can be filtered and viewed in a variety of ways
• Click on a call to see more information about the call and the status of the call

• From this view click on the Assign button to assign it to yourself

• You are then presented with two further options:
  • Unassign - this will unassign the call and return it to unassigned
  • Reassign - this will enable you to assign the call to another agent

• You can also change the Topic if you feel it is in the wrong category in order to assign it to a different Agent

Note: You are unable to assign a call to an Agent for a Topic that that they are not assigned to.

Responding to calls

• If a call has been assigned to you, opening it will enable you to type a response to the chat message

• The response can then be sent and the response will be added to the conversation

History

• The History tab displays a summary history of calls which can be filtered using the column heading filters as required
• Clicking on a call will take you into the call as before to see more information about the call and its status

• Within the History summary, an Export button is at the bottom of the page. Click the button to open a window of filter options to export the data into Excel.

Statistics

• The Statistics tab displays statistical information regarding the numbers and responses to calls and can be viewed for All time, 30 days or a Custom period

Settings

• The Settings tab controls the overall configuration for when Live Chat is available