The following Agent allocation scenarios are available in Beesender Chat Master by default:

The client initiates the chat

Open

Once the chat has been initiated by a client, the Agent search procedure is as follows

Step 1 Are there any agents that meet all 4 of the following conditions?

1. The Agent must be active;

2. The Agent works with chats in this channel;

3. The Agent is in the "Online" status;

4. The Agent has a vacant chat slot.

The search is repeated every 5 seconds if no agents are found that meet all the above conditions. If there is more than 1 agent that fulfils the condition in step 1, then the search is continued.

Step 2 Which of the operators has a lower "Queue position" in the Agent card?

If the number of agents that meet the condition in step 1 and have the same lowest Queue Position - is greater than 1, then the search is continued.
Step 3 Which agent has fewer open chats?
If the agents have the same number of chats running, continue searching.

Step 4 Allocate the chat to the agent who closed the last chat earlier than the other agents.

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

Open

The search follows the flow:

Step 1 Are there any agents that meet all 5 of the following conditions?

1. The Agent must be active;

2. The Agent works with chats in this channel;

3. The Agent is in the "Online" status;

4. The Agent has a vacant chat slot;

5. Agent is included in the selected Agent’s group.

If more than 1 operator meets the condition in step 1, then

Step 2 Which of the agents in the selected group has fewer open chats running?

If all operators have an equal chatload

Step 3 Allocate the chat to the agent who closed the last chat earlier than the other agents.

Transferring chat to selected agent

If there is an available slot, the chat is assigned to the chosen representative.

On hold chat conversation

When a chat is put on hold, the following applies:

1. the "Time for changing agent (minutes)" timeout does not distribute the chat to another operator;

2. the chat will not be closed by the timeout “Time for closing chat after last message (minutes)";

3. 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

Step 1 Are there any agents that meet all 5 of the following conditions?

1. The Agent must be active;

2. The Agent works with chats in this channel;

3. The Agent is in the "Online" status;

4. The Agent has a vacant chat slot;

5. Agent is included in the Agent’s group with lowest Queue position.

If more than 1 operator meets the conditions in step 1, then

Step 2 Which of the agents in the selected group has fewer closed chats among all the chats created today? 

If all operators have an equal number of chats closed today

Step 3 Allocate the chat to the agent who has fewer closed chats for the 30-day period than other agents have.

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.