Service Point chat notifications to xFlow Analysts

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• CA Service Catalog

Issue/Introduction

How will the xFlow analyst be notified of a new chat request when a Service Point user initiates a chat via a ticket or Virtual Analyst?

Environment

xFlow/Service Point 17.x

Resolution

The chat request appears for the logged xFlow analysts and remains under Chat | Queued | Support until an analyst manually takes it.

xFlow will show a red dot under the Chat Queue for new chat requests.

Note: The chat won't be assigned to any of the available xFlow analysts. 

Additional Information

xFlow Manage Chat

xFlow Interface