Queue

In this section, admins can control how incoming chat requests are handled when no agents are available. Whenever a user requests for the conversation with the agent, an item is added in the queue for the agent. It waits for a particular race condition time. The agent who has the least chat count and the least number of active chats is assigned to the client. Crypto Random is used for assigning an agent to the user in queue, if there are more than one agent who has the same number of active chats.

Figure 1. Figure 57 – Queue
  • Allow Auto Assignment – By enabling this option an admin can set an auto-assign timer and Maximum queue limit for the items in queue.
  • Auto-Assign Timer - When an agent does not take any chat for a particular time that is assigned by admin, then chat will get automatically assigned to another agent.
  • Max Queue: The number of queues that can be seen in the agent chat dashboard for an agent.
  • Interval for User Availability: By enabling this option an admin can set an auto-assign timer for user availability, when user creates a transfer request, it checks whether user is available or not, if user is available transfer get auto assign, if user is not available transfer request get cancel.
  • Admin – By enabling this option an admin can set an auto-assign timer and Maximum queue limit for the items in queue.