Enable Chat based on departments operating hours
we need to understand the behavior of chat routing crossed with the operating hours of the departments.
The need we have is the following: we want to route chats to different departments, which operate at different times, and we want that if the department that should receive the chat is offline because out of operating time, the visitor cannot start the chat (as it happens when all the agents are offline).
The behavior verified up to this point is as follows:
- We have run tests with two departments, which we will call Dip_A and Dip_B. Dip_A is offline because it is out of operating time, Dip_B is online.
- The visitor clicks on the widget and the chat is associated to Dip_A through a trigger that is activated "When a visitor has loaded the chat widget".
- At this point, however, the visitor can still start the chat, which is directed to Dip_A, without giving any warning. The chat cannot be seen by the Dip_B agents, who are online, because it is addressed to Dip_A.
- We have also activated the offline contact form, but it is not available if there is any agent online, even from other departments. In the case where there is no agent online, the offline contact form gives the visitor the possibility to see the operating time of all departments, and not only the one that was initially associated with it by the trigger.
We would like to understand what is the use of the routing combined with the possibility to manage departments with different schedules, since the visitor can still start the chat and it remains visible only to Dip_A, which is offline (so it becomes a missed chat ticket).
Yes, the offline form for a department is not offered when there are agents online in other departments.
A workaround is to set a department on your page with our API. The offline form only shows for a department when it is the only one selected to show on your page or website. For more information about our Chat API, see the article: Chat API - departments.
If the script is updated so that the offline form shows when the only department for that site is offline, then chats will not come in and be directed to agents in other departments that are online.
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