In most companies, there are the front-line support repts who handle all incoming support requests. Then there are the supervisors and managers who only intervene on critical situations that are passed onto them by the front-line reps. Whith PHP Live!, this level of tiered support can be achieved with Hidden Departments.

(Hidden Department screenshot)

Key Benefits of Hidden Departments
• Hidden departments are not visible to the public and can only be accessed by internal operators
• Allow higher management and second tier support reps to efficiently do their normal task and only take crucial calls that are passed to them
• Operators that are assigned to a hidden department are only available via transferred calls or operator-to-operator chat requests
• Monitor site traffic and status without being online