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murli

Member

Registered: 2015-05-08

Posts: 2

Simultaneous chat requests arriving at operators

Hello,

Simultaneous chat requests are arriving at different operators when a user trying to reach help desk.
Operators(Agents) are logged in to same department and supposed to receive chats in round robin
or based on last activity time. In this scenario Operators are getting the same user requests at same time.
So user will confuse to whom he has to chat. But in realistic, chat request from user should go to any one of the Operator
whether he is free or busy based on round robin or last activity time of operators.

Please help us to resolve the issue.

Thanks in advance
Murli

remdex

Administrator

From: Lithuania

Registered: 2012-09-23

Posts: 3,661

Website

Re: Simultaneous chat requests arriving at operators

Hi,

It's hard to understand what the issue is in any case read this how in LHC it's implemented. Basically chat is assigned automatically to operators untill one of them accepts it.
https://livehelperchat.com/how-to-setup … -322a.html

murli

Member

Registered: 2015-05-08

Posts: 2

Re: Simultaneous chat requests arriving at operators

Thanks for your quick reply. I accept with you this is not an issue. My intention is about chat functionality.

Unnecessarily Operators are getting chat requests simultaneously. If the user chat request accepted by 5 operators simultaneously,
all 5 of them will connect and cross check the owner status of chat and needs to close accordingly. In the mean time the remaining 4
Operators are loosing AHT. Could you please explain in this scenario how to reduce AHT and chat conflicts.

remdex

Administrator

From: Lithuania

Registered: 2012-09-23

Posts: 3,661

Website

Re: Simultaneous chat requests arriving at operators

Please read again documentation. Once chat is assigned for one operator to accept others do not see it in pending chat list. You just did not red tutorial careful...

rejaine

Member

Registered: 2016-09-16

Posts: 14

Re: Simultaneous chat requests arriving at operators

"Once chat is assigned for one operator to accept others do not see it in pending chat list. You just did not red tutorial careful."

Yes, that is correct, but when you get a browser notification and the operator clicks on it, the chat is automatically opened. if more than one operator receives the browser notification (seconds later or
simultaneously) and click on it also will automatically enter the conversation (even if another operator has already answered the call) and it can get a little confusing, because there may be two or more operators serving the same chat.

s there any way the operator does not automatically enter the chat by clicking the notification browser? the idea would be to open the panel instead of opening the conversation automatically, so the operator can evaluate if another operator has already answered the call.

Last edited by rejaine (2016-09-16 20:36:51)

rejaine

Member

Registered: 2016-09-16

Posts: 14

Re: Simultaneous chat requests arriving at operators

I'm sorry, I found where my mistake reading this topic documentation:
https://livehelperchat.com/how-to-disab … -220a.html
(I was testing with admin user and user who were in all departments)

Now everything is ok! It's perfect! I take this opportunity to congratulate the great app! great job!