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  • 1.  Routing Multiple Chat Interactions to Agents

    Posted 01-28-2021 10:56
    No replies, thread closed.
    Hello,

    We have a situation where we have agents that have their utilization set to take multiple chat interactions at a time.  They are also in queues that hand voice interactions.  Because we have regulatory SLA's for voice interactions, but not for chat interactions, we would like to fully utilize and agent with chat's, before offering a chat to the next agent.  This will help keep more agents available to handle inbound voice interactions.  

    It doesn't appear that this happens by default.  Are there any settings that I am missing that will allow the application to perform this way?

    Thank you,

    #Routing(ACD/IVR)

    ------------------------------
    Jason Tripp
    Business Technology Solution Architect
    Independent Health Association, Inc.
    ------------------------------


  • 2.  RE: Routing Multiple Chat Interactions to Agents

    Posted 01-28-2021 19:13
    No replies, thread closed.
    Hi Jason,

    I'm not aware of a setting that does this specifically.

    Probably not as dynamic as what you are looking for... Could you segregate your agents somewhat, eg one group primarily works on chat and only handles voice calls as an overflow? If so you could look at using ACD Skills to represent voice and chat, and then use the Skill Rating to prefer sending the chats to certain agents.

    ------------------------------
    Ramon Szeitszam
    Spark New Zealand
    ------------------------------

    Original Message


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