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VA Technical Reference Model v 24.11

Quality Unit LiveAgent
Quality Unit LiveAgent Technology

General Information

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

Website: Go to site
Description: Quality Unit LiveAgent is a chat and helpdesk support solution. LiveAgent is offered as a self-hosted solution (owned license type) or a hosted solution (Software as a Service - SaaS). This entry pertains to the self-hosted solution and not the SaaS solution.
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has been assessed by the Section 508 Office and found non-conformant. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov. Please see reference tab for more information concerning product versions.
Decision: View Decisions

Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v20.6
Decision Date: 06/16/2020 at 07:59:41 UTC
Aliases: Live Agent
Introduced By: TRM Request
Vendor Name: Quality Unit
- The information contained on this page is accurate as of the Decision Date (06/16/2020 at 07:59:41 UTC).