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Predictive Engagement Chat Queue Throttling

  • 1.  Predictive Engagement Chat Queue Throttling

    Posted 03-30-2021 13:42
    Hello,

    I am looking for options about controlling the numbers of customers waiting in queue for our predictive engagement channel.
    Currently, the chat window would pop up to customers on the website. We do not have a limit of customers queued. The goal is to prevent the chat window to pop up to customers if there is no agent available. 

    I am thinking about 2 options:
    1. Action Maps settings Route if agents available = Yes -> the chat pop up will only show to customers when agents are available.

    2. Data table lookup in the IVR flow -> the chat pop up would show on customer's end. The customers would be informed if there is an agent available or not once the chat is requested. Not optimal since this would be after the chat request is triggered by the customer.

    The action map settings is one option that would work but I was wondering if there was another solution that could be used. Do you guys have insights on this?
    #ArchitectureandDesign
    #ConnectwithaCustomer(NEW)

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    Louis D.
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