Have a way for an agent to see other agents by group
There is no way for agents to find other agents based on the groups they are in. So the 'agent chat' should have a feature to allow agents to search for and 'transfer' chats to other agents by groups.
If there are 10 total agents, 8 in 'general support' and 2 in 'tech support' and they are all online and a general support wants to know which of the other 9 agents are in 'tech support' he currently would have to start an agent chat with all other agents to find one. Where he should be able to group/search/filter other agents by the group they are assigned to.
It is possible only for admin to see departments and their members.
Admin – Departments.