New chat request - chats assignment

PeopleInside · 2014-11-27 18:19:34

Hi,
i have read the documentation at this page "How to setup round robin/automatic chats assignment workflow?"
I see by default all pending chat will be showed to operator of the same department.

Consider i have not turned on the robin/automatic chats assignment workflow

So logged as admin
And logged as operator

Admin and Operator are assigned to the same department but the chat is showed on pending only to admin.
tested this also in you demo with two administrator account.

Only one see pending chat after admin and operator logged and customer start chat.
Is this normal or can be an issue?

Can you check?
Thanks.

I hope the step to reproduce is easy.
In LHC DEMO

1. Log as admin
2. crerate other admin profile

So log in with the different browser and account so you must have two admin same department assigned online

Start visitor chat. Chat will be passed only to one operator.

***********************************************************************************************
~~Also if i try to transfer the chat i see the other account don't see pending chat untile they change or refresh the web page.~~
Only in the demo, in my install works
***********************************************************************************************
Is only mee i see this issue?

Last edited by PeopleInside (2014-11-27 18:43:54)

remdex · 2014-11-27 18:27:04

Sorry, but it's really hard to understand what exactly you mean there.

1. Chat has to be visible by both admin and operator if it's correctly configured. So that's one part.
2. This one did not understood how to reproduce exactly.

PeopleInside · 2014-11-27 18:31:10

************************************************************************************
How to reproduce in LHC demo.

1. Log in as admin [Default department assigned]
2. create 2° admin account or operator [Default department assigned]

Now this two staff member have to be online, if visitor start chat only one of this staff see pending chat,
i expect to see pending chat for all staff of the same department.

************************************************************************************

If Admin transfer chat to admin 2 - admin 2 are able to be alerted of this transfer only if admin 2 change page, refresh the page..
alert of chat transfer not arrive to admin 2 if stay on the same page. Only in the demo on my install it works

Last edited by PeopleInside (2014-11-27 18:43:15)

PeopleInside · 2014-11-27 18:42:50

Seems by default if there are two staff member online of the same department and round robin/automatic chats assignment is not active
only one of this two operator receve the pending chat alert.

I think i can report this issue on github.

Last edited by PeopleInside (2014-11-27 18:44:57)

remdex · 2014-11-27 18:49:18

1. In pending chats tab in user account you did not checked.
1.1 I can see all pending chats, not only assigned to me. In that way it's required that to operator explicitly chat would be assigned.

2. I did what you told and it worked for me. Chat appeared in assigned chat sections.

So 2 zero I win today against you smile

remdex · 2014-11-27 18:50:30

So you were talking that it's not visible if round robin assigns chat to operator? in that case perhaps you are right atlast... I will investigate this one.

PeopleInside · 2014-11-27 18:54:29

remdex wrote:

So you were talking that it's not visible if round robin assigns chat to operator? in that case perhaps you are right atlast... I will investigate this one.

NO i mean i have not activated the round robin assigns chat so i suppose by default if new chat coming all operator of that department must see chat request in pending chat.
You follow me?
You have Operator A and Operator B logged-in and assigned to Default department.

A new chat request arrive, just Operator A see the request. This is not correct because i have no activated the round robin assigns chat

This is the issue finally i found.. so if I'm logged as Admin and i log in in other PC with other Operator account same department and round robin assigns chat disabled new pending chat must showed to all staff member connected and assigned to Default Department.

This not happen, just one of this Staff memeber see the incoming chat.

Last edited by PeopleInside (2014-11-27 18:57:33)

remdex · 2014-11-27 19:45:51

Sorry, but i leave it with your I wrote what it can be at github.

PeopleInside · 2014-11-27 19:58:11

Ok Thanks
https://github.com/LiveHelperChat/liveh … issues/564

Seems to be solved.
All solved.

remdex wrote:

So 2 zero I win today against you smile

Oks, you make me smile. For today I have lost.
You WIN, sorry.

I'm very sad ops
I made a bad impression and I disturbed

but i will help next time.

Thank rem,
today with

remdex wrote:

So 2 zero I win today against you smile

you gave me a smile and a wave of affection for the cute rem.

So now i will leave you in silence. Thanks and sorry. roll tongue wink

Last edited by PeopleInside (2014-11-27 20:00:24)

PeopleInside · 2014-11-27 20:04:41

Oh just one think, sorry..
i understand where i fell in error:

If i check

Operator will not be alowed to acept also chat NOT in his department?

Last edited by PeopleInside (2014-11-27 20:05:05)

remdex · 2014-11-27 20:29:55

Read this again. It explain in what cases you have to uncheck it. In general you won't see untill it will be assigned to you, and does not matter that you have permission to see department.
https://livehelperchat.com/how-to-setup … -322a.html

What I will check does nodejs informs about assigned chats just.

PeopleInside · 2014-11-27 22:22:07

Hi Rem,
i had read.
So it's impossibile FOR NOW to have LHC alert all operator of the department of pending chat and not all operator of all department.

So i think what i want do is not possibile, will be maybe in the future? You think can be a feauture request?
Maybe a check box under

who can alow only to see all pending chat of assigned department?

Thanks.

remdex · 2014-11-28 05:53:31

1. It's possible for all operators of departments to see all pending chats. They have to be checked "I can see all pending chats, not only assigned to me"
2. Just do oposite to first one, and opertors will see pending chats only assigned to them.

PeopleInside · 2014-11-28 10:30:45

Thanks rem, on your point 1.

remdex wrote:

1. It's possible for all operators of departments to see all pending chats. They have to be checked "I can see all pending chats, not only assigned to me"

Operator will see all chat of his department or also not assigned department?
So operator will see all pending chat also of department who are not alowed to acept chat or only from his deparment?
Thanks

remdex · 2014-11-28 10:32:09

He will see all chats, even he is not allowed to open a chat because chat was already assigned to another operator.

PeopleInside · 2014-11-28 10:35:23

remdex wrote:

He will see all chats, even he is not allowed to open a chat because chat was already assigned to another operator.

mmmmm no is not what i means and your sentence make me burn a new question.

1. If operator is allowed to see all pending chat, they will see pending chat of department who they are not assigned or just only all chat of the department they have assigned?

and

you say he well see all chats, even he is not alowed to open - i think is a chat is alredy acepted by an operator is not more pending so operator should not see anymore because i know when a pending chat is accepted they change the status so disapear on pending chat.

remdex · 2014-11-28 10:36:03

"just only all chat of the department they have assigned?"

PeopleInside · 2014-11-28 10:38:17

I mean operator are assigned only to Default department and are not alowed to take other department chat because in assigned department his has only Default department.

If the operator is alow to see all pending chat this means he would see only Default department pending chat or also other department pending chat?
I hope is more clear now sorry.

remdex · 2014-11-28 10:38:59

My answer
"only Default department pending chat"

PeopleInside · 2014-11-28 10:39:51

Ok perfect. Thanks. This is how it must work. Is fine thanks.

Announcement

#1 2014-11-27 18:19:34

New chat request - chats assignment

#2 2014-11-27 18:27:04

Re: New chat request - chats assignment

#3 2014-11-27 18:31:10

Re: New chat request - chats assignment

#4 2014-11-27 18:42:50

Re: New chat request - chats assignment

#5 2014-11-27 18:49:18

Re: New chat request - chats assignment

#6 2014-11-27 18:50:30

Re: New chat request - chats assignment

#7 2014-11-27 18:54:29

Re: New chat request - chats assignment

#8 2014-11-27 19:45:51

Re: New chat request - chats assignment

#9 2014-11-27 19:58:11

Re: New chat request - chats assignment

#10 2014-11-27 20:04:41

Re: New chat request - chats assignment

#11 2014-11-27 20:29:55

Re: New chat request - chats assignment

#12 2014-11-27 22:22:07

Re: New chat request - chats assignment

#13 2014-11-28 05:53:31

Re: New chat request - chats assignment

#14 2014-11-28 10:30:45

Re: New chat request - chats assignment

#15 2014-11-28 10:32:09

Re: New chat request - chats assignment

#16 2014-11-28 10:35:23

Re: New chat request - chats assignment

#17 2014-11-28 10:36:03

Re: New chat request - chats assignment

#18 2014-11-28 10:38:17

Re: New chat request - chats assignment

#19 2014-11-28 10:38:59

Re: New chat request - chats assignment

#20 2014-11-28 10:39:51

Re: New chat request - chats assignment

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