Chat Management

General

Call distribution method is used by the system to distribute live chat requests between your agents.

We offer the following call distribution methods:

•To All Operators - Visitor calls will be passed to all online agents simultaneously. The chat will be handled by the agent who accepts the call first, all other agents won't be able to accept the call then

•Random - Visitor calls will be passed to any randomly selected agent

•Load Balanced Random - Visitor calls will be passed to the less loaded randomly selected agent. E.g. if an agent A has 1 chat, agent B has 1 chat and agent C has 3 chats, the chat call will be passed to the agent A or B but not to C

•Round-Robin - Visitor calls will be passed to the next agent, selected in a round-robin order. The calls are distributed based on the order agents logged into their apps.

•Load Balanced Round-Robin - Visitor calls will be passed to the next less loaded agent, selected in a round-robin order. This method works as the previous one but the agent with the least number of chats will be preferred by the system.

Customizing call distribution

You can change the call distribution method on your account Control Panel, Account Settings / Call Distribution page.

Call Distribution page

To change the call distribution method used in your account, please choose the needed method on the Call Distribution page and press "Save" button.

Note! There is no possibility to setup call distribution method per department or to create some custom call distribution rule.

Chat management

If you would like to have the inactive chat rooms closed automatically, you can set there the time after which the chat room will be closed. It will be closed only if a visitor left the conversation. The time can be set between 1 and 15 minutes.

Missed chats (the chats where a chat was not accepted by an agent) will be closed automatically after a visitor has left a chat room.