Can chats be routed to agents on a round robin sequence?

Geoff Boyle · 2014-05-02 13:50:00

If I have 5 agents logged in, can each agent receive the next chat in sequence or maybe the chat is routed to the agent who has waited the longest time for a chat?

https://groups.google.com/forum/#!topic … tQTNM8LDD0

Remigijus Kiminas · 2014-05-02 13:58:14

Hi,

1. There is no such feature. I hardly imagine how it should work? Show different chats for each operator?
2. Chats in pending chats list are ordered from newest chat to oldest. So your operators should accept the last item in pending chats list.

3. They can chat with multiple clients at once in any case.

2014-05-02 14:50 GMT+03:00 Geoff Boyle <geoff...***.com>:

If I have 5 agents logged in, can each agent receive the next chat in sequence or maybe the chat is routed to the agent who has waited the longest time for a chat?

Geoff Boyle · 2014-05-02 14:14:19

Hi Remigijus
It's quite common in commercial live chat systems, we're using it in LiveChatInc at the moment but are having problems.
In our case, chats are sales enquiries, if we allowed any agent to take any chat, one agent would try and take every possible chat. So each agent gets to take a turn, if we had 5 agents and received 10 chats in a day, each agent gets 2 chats.
If chats were for an administration department instead of sales then yes, they should all be offered to all agents.
Many thanks for your quick reply and it's a really impressive looking system, better than many of the commercial systems I've looked at.
Geoff

Remigijus Kiminas · 2014-05-02 16:50:40

Hi,

Ok i understood your requirement, just not sure what would be logical way to have this workflow. Let say i split chat's and one operator cannot accept it he is chating with another client. What to do in that case. I ques there is more these small tricky parts. If you have any detailed workflow with all edge cases i would like to read your requirements smile

2014-05-02 15:14 GMT+03:00 Geoff Boyle <geoff...***.com>:

Geoff Boyle · 2014-05-02 18:47:49

I'm really terrible at documenting requirements but here's a rough idea of what I mean, (attached).
Geoff

Remigijus Kiminas · 2014-05-02 20:22:40

Hi,

Thanks for basic requirements i have filled https://github.com/LiveHelperChat/livehelperchat/issues/367 feature request there. Just there are some issues regarding it's relation to departments and their workflow. If you have any other notices you can just leave a comment.

In general I have no idea then I could do that. Just complex stuff in general smile

2014-05-02 19:47 GMT+03:00 Geoff Boyle <geoff...***.com>:

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#1 2014-05-02 13:50:00

Can chats be routed to agents on a round robin sequence?

#2 2014-05-02 13:58:14

Re: Can chats be routed to agents on a round robin sequence?

#3 2014-05-02 14:14:19

Re: Can chats be routed to agents on a round robin sequence?

#4 2014-05-02 16:50:40

Re: Can chats be routed to agents on a round robin sequence?

#5 2014-05-02 18:47:49

Re: Can chats be routed to agents on a round robin sequence?

#6 2014-05-02 20:22:40

Re: Can chats be routed to agents on a round robin sequence?

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