Let's say you want to have two agents online, and a third backup agent.
Those two agents handle two concurrent chats.
It would be cool if we could have the third backup agent only get chats sent his/her way only if/when those other two "regular" agents are at their concurrent chat limit or if they are not available.
The use case for this is the following:
People that work live chat support also work email support (not at the same time), but as you now, it's pretty tricky to always know exactly how many agents you need in a specific day. At least it is with us, the metrics can go up and down.
So it would be great to be able to have someone working email support, be "on call" for chat. And this would need to be automated, because otherwise you are just requiring people focus to be split between doing email support work and constantly keep an eye on the queue. That will either slow down the agent performance in email support, or end up in the backup agent(s) missing some queued chats.
Also, if it's automated it would avoid these chats even getting queued.
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