Question
I am seeing a lot of missed chats because I don't have enough agents to answer them. Is there some sort of standard mechanism or strategy to deal with this?
Answer
There are some best practices you can implement to help lower the number of missed chats:
- Staff up for peak time periods when missed chats are at the highest.
- Allow Hybrid Assignment Mode for agents to take more than their concurrent limit. For more information, see Configuring Hybrid Assignment Mode.
- Consider using Integrated Chat in the Web Widget to increase deflection rates.
- Make sure the pre-built Chat rescuer trigger is active in your account. The trigger won't prevent missed chats but will inform the customers that they can wait until an agent can respond.
To view the missed chats in your Chat reports, see Analytics 101: Solving the missed chats mystery.
2 Comments
I've reviewed this trigger. Under the "Perform the following actions" section, the default action is to "Send a message to the visitor". Just to clarify, is the "message" sent via chat in the chat window itself? Just want to make sure an email message isn't sent to the visitor.
Hello, Diana. The message is sent in the chat window itself as you said.
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