• This help guide will show you how to raise and handle queries using the Live Chat feature
• For more details on configuring and navigating the Live Chat Portal see the linked guides

Handling a Live Chat call

• Live Chat enables users of HR to communicate with and ask questions about a preconfigured range of HR topics that they may need assistance with.
• Chats from users can be accessed and monitored by designated Agents in the Live Chat Portal
• The user clicks on the Live Chat icon on the bottom right of the screen in HR to initiate the 'call'
• Existing calls from this user will be visible
• Click on New Call

• Select a Topic from the list of pre-configured topic headings and type your message

• Click Submit to send the message which opens a call
• The SLA (service level agreement) times are configured within the Live Chat Portal and can be varied for Topics
• The call will initially be unassigned and will be visible in the portal to those Agents that have access
• Calls in this list have the letters R and C alongside and will be green, amber or red:
  R = response time
  C = closure time and the colour is dependent on whether the call is within, approaching or has exceeded the SLA limit
• Click on the call in the portal to open it and Assign it to an Agent
• The Agent then responds to the call and posts the response which is received
  by the call sender in HR

• The conversation can then continue in this way until the call has reached a conclusion
• Then click Close and select the Call Closure resolution

• The user will receive a message confirming that the call is closed
• If the call feedback is being used then the user will be presented with the configured questions

• The feedback can be reviewed by clicking on the envelope icon which can be accessed from the Calls tab or from the History tab within the portal