Few things to note about "hidden departments":
Hidden departments can accomplish a tiered level support system. First tier is the front-line support representatives assigned to a visible department ("Customer Support"). Hidden department "Supervisor", "Manager" or "Level 2 Tech" could be the second tier. The front-line representatives can transfer the chat session to the hidden department if the visitor requires an escalated assistance. Hidden departments allow management and supervisors to effectively do their tasks while interacting with selected chats which may require extra attention.
Hidden departments can also be useful during a chat representative training sessions. The trainee would handle the front-line chat requests and if he/she is uncertain about a question, the chat can be transferred to the "Supervisor" (hidden) department.
Another benefit of hidden departments is to monitor your website traffic without being online. Because hidden departments do not affect the general (All Departments) chat icon online/offline status, an operator of the hidden department can remain online to monitor website traffic indefinitely. This is helpful when wanting to gather website data after business hours.
To setup a hidden department, you'll want to do the following:
Don't forget to assign an operator to the department.
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