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    Pavol Procka
    Chat Assignements Rules - first fill agent's sessionsAnswered
    Topic posted July 7, 2017 by Pavol ProckaSilver Crown: 22,500+ Points 
    77 Views, 2 Comments
    Title:
    Chat Assignements Rules - first fill agent's sessions
    Content:

    Hi,

     

    I would like to ask whether there is any out-of-the-box configuration that would enable us to route chats to the agents not based on which agent is waiting the longest time, but rather to fill one agents sessions, the go to the next one, next one etc.

    Basically, what we want to achieve is to make sure that an agent is doing the maximum number of sessions (that are allowed to him) before another agent gets a chat.

    So if we have Agent 1 with 3 available sessions and Agent 2 with the same, both on Available Status -  agent one needs to have 3 active sessions before Agent 2 gets any.

    I have found the following documentation that seems to state this is not possible, but hope dies last :) https://cx.rightnow.com/app/answers/detail/a_id/1174 - This is what it says:

    "The chat assignment algorithm does not take the following into consideration:

    • Whether the Profile is set for PUSH or PULL Chat Mode. For more information on Push and Pull Chat Modes, please see Answer ID 8178: Understanding Chat Permissions: Pull Chat Mode and Push Mode.
       
    • The number of sessions an agent has available. The system does not proactively distribute the next chat to the agent with the most available chat slots. While chats will be distributed equally to agents over time, shift changes or other agent activity may result in the assignment of a greater number of chats to agents who have the longest outstanding chat request for a short period of time.  Instead, the Chat Service looks to see which agent has the oldest outstanding request for a chat. For example: Agent 1 has 3 max chats, is chatting with 2 customers and has 1 session available. Agent 1 requested a new chat at 08:10. Agent 2 has 5 max chats, is not chatting with anyone so there are 5 sessions available. Agent 2 requested a chat at 08:11. The next chat in queue will be distributed to Agent 1 because she requested a chat at 08:10."
    Version:
    Sevice Cloud

    Best Comment

    Carl Elliott

    That is core configuration that you cannot change.  Maybe if you used universal queueing and moved the routing decision outside OSVC you could build rules in the switch to handle that? 

    Comment

     

    • Carl Elliott

      That is core configuration that you cannot change.  Maybe if you used universal queueing and moved the routing decision outside OSVC you could build rules in the switch to handle that? 

    • Pavol Procka

      Unfortunately, that is what I though and at the moment we lack the skill to do that. Hopefully with some more training even this will be possible for us :)

      Anyway, thanks for your time!