Original Message:
Sent: 03-14-2024 18:20
From: Lawrence Drayton
Subject: Agent Utilization issues
If you are moving to web message then you would need to build the flow in inbound message and then configure which flow you want each web message deployment to use.
I'm not sure what you mean by "So looks like, we won't be able to utilize chat vs message. " can you expand a little and I can help :)
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Lawrence Drayton
Prvidr Pty Ltd
Original Message:
Sent: 03-14-2024 17:57
From: Rechelle McConnell
Subject: Agent Utilization issues
With the Web Chat configuration being deprecated, does this mean we can still build our Web Chat in Inbound Chat flow just to configure it in the Messenger Configuration?
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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
Original Message:
Sent: 03-13-2024 18:40
From: Lawrence Drayton
Subject: Agent Utilization issues
Hey Rechelle,
Are you using web message, or the older traditional chat ?
Message = Web message, sms, social etc
Chat = Chat (V 1, 1,1 and 2)
From what you're saying I feel like you are using web message and therefore Message is the correct utilisation config.
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Lawrence Drayton
Prvidr Pty Ltd
Original Message:
Sent: 03-13-2024 17:34
From: Rechelle McConnell
Subject: Agent Utilization issues
Hi All,
We are currently having problem on our Agent Utilization configuration.
We found out when we set 3 Messages and 1 Chat. It is routing 3 Live chats.
When we set 0 on Message and 1 on Chat. Our Agent didn't the chat message and it stayed in the queue. Testing this configuration, looks like message is combination of Live chat and SMS/WhatsApp?
#Routing(ACD/IVR)
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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
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