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Chat hours are the same as full support hours, Monday-Friday 86:3000am PT - 5:3030pm PT.
Chatting for Agents
To log into Olark please use the shared support username sightensupport. This should be available to all Sighten product and Operations team members on lastpass.
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On support from 8:30am - 5:30pm PT, Mon-Fri
Primary Support team:
- Janaki
Secondary Support:
Backup A:
On support at the following times
- Primary support is on PTO or Sick day
Backup B:
- Backup A is unavailable for any of the above times
Secondary Support team:
- Mariya, Tim, Quentin, Evelyn, Kira, Phil, Joe, Tyler
Support Schedule: On Call google calendar
Planned time out of queue (lunches/breaks, meetings, vacations)
The Primary Support person is responsible for scheduling all times they will be unavailable for lunch & meetings as calendar events on either Backup A or Backup B's schedule to ensure they are available and set aside this time
Unplanned time out of queue (chat overwhelm, phone support, sick time)
If Primary Support is taking a sick day, they are responsible for notifying both secondary support team members that they will not be available that day
If primary support is fielding 5 chats, they will direct message backup A via slack that they need support. Backup A will log into Chat support until notified by CSS that they are no longer needed. If Backup A requires additional coverage, they will notify Backup B to support.
NOTE: For times the agent is overwhelmed with too many simultaneous chats, the agent will mark themself as "Not Available for Chats" in Olark, and ask for additional support from backup agents via Slack. They will then continue to support currently-active chats. Marking yourself as "Not Available for Chats" is NOT the same as logging out. You are still expected to support all currently-active chatsPlease see support schedule to view which support team members should be on chat at any given time of day.
Secondary Support:
If you need to be offline at any time during for a break, lunch or any other time off:
- If there are any other full support team members allocated to be on chat at the same time, please ensure they will be online during your break.
- If there are no other support team members scheduled to be on chat at the same time, please notify Mariya that you will be unavailable and she will help to find a backup.
Tips & Tricks
Useful Chat Commands
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