Automatic assignment of incoming chats
Live Chat can evenly distribute incoming live chat requests between the agents. As an administrator, learn how to enable automatic assignment of chats. Assignment rules configured based on the requester's company, support queue, or both, are honored during automatic assignment of chats.
Process for automatic assignment of chats
As a support agent, you can specify how many chats you want to handle simultaneously. You can specify the number of chats in Smart IT as shown in the following image:
An agent's availability to take new chat requests is calculated based on this setting.
For more information, see
Interacting with users on Live Chat
in Smart IT documentation.
The following image describes the process for automatic assignment of chats with examples for each step:
Important
To make the process for automatic assignment performance-effective, the following scenarios are considered:
- When counting the number of assigned chats for an agent, the process considers chats that are assigned and actively being updated only for the past seven days.
- When comparing agents to determine who has not been assigned a chat for the longest time, only the past seven days are considered.
Which agents are qualified for automatic assignment of chats
As an administrator, you can configure chat assignment by company or support queue, or both. If you have not configured chat assignment by company, support queue, or both, then chats are assigned to any available agent per the automatic chat assignment process.
If you have configured chat assignment rules, agents are selected based on the following conditions:
Chat assignment by a company
If chat assignment by a company is enabled, then an agent is assigned chats if one of the following conditions is true:
- The end user belongs to the same company as the agent.
- The agent is assigned at least one support group from the end user's company.
Chat assignment by support queue
If chat assignment by support queue is enabled, then an agent is assigned chats if one of the following conditions is true:
- The chat came in the general queue and the agent is not mapped to the VIPX queue.
- The chat came in a queue that the agent is directly assigned to.
Chat assignment by company and support queue
If chat assignment is configured by both company as well as support queue, then agents meeting both the criteria are considered as qualified agents.
When is the automatic assignment process triggered
The automatic assignment process is triggered when the following events occur and at least one support agent is online:
- A new chat request comes in.
- A chat is released to the queue.
- A chat is closed.
- Agents increase the number of chats that they are available for.
In addition to these events, the automatic assignment process is triggered every one minute to cover the following scenarios:
- From the last time that the process was triggered, no new chat request came in, no chat was released in the queue, and no chats were closed.
- Pending chats were not assigned for reasons such as no agents were online or all online agents were fully occupied.
- New agents came online or existing online agents changed their preference to accept more chats today.
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