We need our agents to have the ability to add tags after chats end. Preferably, they would be able to add tags in their chat window until they decide to close the window, regardless if the chat has "ended" or not. Just because the chat has "ended" doesn't mean the agents' work is done.
Though less efficient, they could also go into the history and add the tags there as well, compared to only admins having this permission.
We don't want to give administrator rights to agents to perform a frontline function of adding tags. That opens up way too much risk. Nor do we want administrators wasting their time adding tags.
Additionally it is insane that I would have to pay for more licenses in order to change chat agents into administrators just so they can perform a frontline responsibility of adding tags to chats. This desperately needs to be fixed.
Problem often occurs when consumers end chat before agent is done as I understand it.
Am I missing something obvious? I've searched around the help center and can't find anything.
Thanks for your consideration.
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