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    Chandini Davis
    Route Chats between CentersAnswered
    Topic posted November 14, 2018 by Chandini DavisRed Ribbon: 250+ Points, tagged Chat 
    78 Views, 1 Comment
    Title:
    Route Chats between Centers
    Content:

    Hello!

    Is it possible to give one call center or group 60% of the chats that come in due to staffing issues?

     

    Thanks!

     

    Chandini

    Best Comment

    Carl Elliott

    There is nothing out of the box that will allow you to do that.  

    I assume you will have at least one chat queue for each call center.  You would have to write a routine before the Chat Request on the website/portal to track how many chats you have had and then route the chat to the specific queue to try and balance it out to 60% vs 40%.  

    Comment

     

    • Carl Elliott

      There is nothing out of the box that will allow you to do that.  

      I assume you will have at least one chat queue for each call center.  You would have to write a routine before the Chat Request on the website/portal to track how many chats you have had and then route the chat to the specific queue to try and balance it out to 60% vs 40%.