9bx Connect
Live chat board
A supervisor's real-time view of queues, agents and website visitors.
Contents
- What it is for
- Who can use it
- Where to find it
- The screen explained
- Tasks
- Example scenario
- Tips
- Troubleshooting
- Related pages
What it is for
The board shows who is waiting, who is available and who is browsing your site right now, so a supervisor can move people before customers wait too long.
Who can use it
Users with the Live board permission. Set offline needs permission to manage agents.
Where to find it
Chat & Messaging → Live chat board
The screen explained
Queues, agents and visitors on one board.
| Section | What it shows |
|---|---|
| Overdue | Number of chats waiting past your first-reply target. |
| Queues | One card per team: N waiting, Longest wait, Estimated wait. "no agent online" warns that nobody can take the team's chats. "No teams yet" appears until you add teams. |
| Agents | Each agent with presence (Online, Away, Offline) and load (Chats / capacity). Set offline forces an agent offline. "No agents yet" appears until people are added to a team. |
| On the website now (N) | Visitors browsing right now. "Nobody is browsing right now" when empty. |
Tasks
Spot a queue with nobody online
- Open Live chat board.
- Look for "no agent online" on a team card.
- Ask an agent to go Online, or transfer waiting chats from the Chat inbox.
Set an agent offline
- Find the agent under Agents.
- Press Set offline. Their waiting chats return to the queue.
Example scenario
At 8 pm the Billing queue shows 4 waiting and a Longest wait of 9 minutes, and its only agent is at full capacity. The supervisor asks the Support team lead to take two chats.
Tips
- Leave the board on a wall screen during peak hours.
- Read it together with Overdue in the inbox for a full picture.
Troubleshooting
No agents listed. Agents appear when people are added to a team in Teams and agents.
Numbers look stale. Reload the page. The board updates live while connected.