Managing Departments

How do I create departments and assign operators to them?

Department routing is a great way to connect customers to the operators that can help them most effectively, with as little delay as possible.

You can distribute your operators into departments based on their skill level, organizational role, or the web property that they service for you.

To create a new department:

1. Login to your LiveHelpNow account
2. Select [Switch to admin panel] -> My Account -> Departments
3. Click [Add Department] located at the top right
4. Enter the required fields (marked with an *)
5. Select the operators you’d like to assign to the department
6. Select [Add Department] to save your settings

 To edit an existing department: 

1. Login to your LiveHelpNow account
2. Select [Switch to admin panel] -> My Account -> Departments
3. Choose a department from the list
4. Make any required changes to Department Information and select [Update Department] to save

To delete an existing department:

1. Login to your LiveHelpNow account
2. Select [Switch to admin panel] -> My Account -> Departments
3. Choose a department from the list
4. Make sure every agent is NOT assigned to that department.
5. Once there are no agents assigned to the department, the delete button will show for deleting.

 

You can also change the departments each individual operator is assigned to in Admin panel -> My Account -> Operators (Select an operator)