Under the Settings tab, you will see the list of departments you have permission to monitor.
You can switch each department to Online or Offline.
When a department is Online, you are actively monitoring it for new chats.
When a department is Offline, you will not see new chats from that department.
Queues
When a queue is set to Notify, you will see when a new ticket is submitted and can claim it from the Tickets tab.
When a queue is set to Don't Notify, you will not see or be notified of new tickets.
A ticket is a question submitted through LibAnswers. Tickets also appear on the LibAnswers dashboard and should be answered by staff in the relevant department.
Notifications
Sound and notifications can be turned on or off, and are helpful when turned on for awareness of new chats.
Sound: When turned on, you will hear a notification for each new chat.
Desktop notifications: When turned on, you will receive an alert if a new chat is started.
View chats in multi chat overlay: This allows you to see new chats in separate windows.
Setting status
The status buttons are located near the top left of the interface. Here you can switch between online and offline, or switch to internal or away modes.
Online: You will receive internal chats, public chats, and ticket notifications.
Internal: You can see and chat with other operators, but externally you will appear offline and won't receive any new chats.
Offline: You will not receive new chat requests or notifications, and will be offline to other operators and external users.
Away: Set your status to away when you need to temporarily step away from your computer, e.g. for a bio break. Try to do this between chats. Remember to notify other operators that you're stepping away. Note that the chat widget will remain on unless you are the only person on at one time, in which case it will go offline.
Account settings
1. Check your account settings on the LibAnswers dashboard under Admin > Account or by clicking on your email address in the top right corner.
2. Set the Nickname to your first name.
3. For the Profile Image Background Color:
Access services staff set the color to York Red (#E31837)
