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The client initiates the chat
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Once the chat has been initiated by a client, the Agent search procedure is as follows
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❗ Step 4 is applied starting Beesender Chat Master version 3.2 ore newer. |
Agent initiated chat from a Contact card
If a chat is initiated by an agent from a Contact card, the chat will be assigned to that agent, regardless of the settings in the Beesender Chat Settings.
Transfer to an agent via the communication panel
When communicating with a client, you may need to transfer a chat to a group of agents or to a specific agent.
To transfer a chat to a group of agents
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The search follows the flow:
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❗ Step 3 is applied starting Beesender Chat Master version 3.2 ore newer. |
Transferring chat to selected agent
If there is an available slot, the chat is assigned to the chosen representative.
When transferring a chat to a specific agent, the chat is distributed regardless of the "Channels" settings in the Agent card.
On hold chat conversation
When a chat is put on hold, the following applies:
the "Time for changing agent (minutes)" timeout does not distribute the chat to another operator;
the chat will not be closed by the timeout “Time for closing chat after last message (minutes)";
when determining agent’s vacancy, the chat is not counted as an open chat on the agent.
Alternative Chat Distribution flow
This logic refers to the application “BeesenderMonthPriorityRouting”, which overrides chat distribution logic for a new as follows
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The same logic will be applied when transferring a chat to a group of agents, except that in Step 1 Condition 5, the Agents group will be defined by the user's choice.
Glossary
Agent vacancy
This will be calculated by subtracting 'channel weights for all open chat channels currently assigned to this Agent' from the 'Agent's max load'. There is a free slot for that chat if the chat channel weight is less than or equal to the Agent vacancy value.