Are chats automatically assigned to a Chat department when assigned to an agent?

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4 Comments

  • Jahleel Tan

    Hello! Is there a way for us to automatically route a chat to a different skilled agent if the priority agent is not available? 

    Example: Group A agents should receive Chat A but if Group A Agents are offline, Group B Agents will receive the chat instead.

    Let me know if this is possible. Thanks!

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  • Blanca

    Hi Jahleel,

    Thank you for reaching out! With skill-based routing, when there is an incoming chat with skills required and no available agent with those skills, there are two options for handling the chat:

    • Wait for the agent with the required skills
    • Assign it to “any” available agent

    Wait time (in seconds) specifies the maximum amount of time a chat will wait for an agent with an exact set of skills. Once the wait time has elapsed, the chat would be assigned to any other agent.

    If the agent with the required skills is not online or is Away/Invisible or has reached their chat limit, the chat waits in the queue until the wait time is reached, at which point it is assigned to another online agent.

    If you choose Assigned: Chats are evenly assigned amongst online agents, such that only one agent is notified of each incoming chat at any time compared to "Broadcast" routing.

    Incoming chats are currently assigned to the online agent who's been available (i.e., not serving a chat) for the longest time. If all agents are actively serving chats, the chat is assigned to the agent currently serving the fewest chats. If multiple agents are tied for the fewest chats, the chat is assigned to one of those agents in a round-robin fashion.

    To achieve this, you need to enable assigned chat routing to use skill-based routing. For example, sharing this article Setting Up Chat Routing.

    I hope this clarifies your question. Please let me know if you have further questions.

    Cheers,
    Blanca | Customer Advocate

    Chat with our live support!

    https://support.zendesk.com/hc/en-us

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  • Jahleel Tan

    Hello Bianca,

    Thank you for your reply. I understand that skill-based routing will not work if Zendesk Messaging is enabled. Do you know of a workaround to make the setup work?

    Set up: Group A agents should receive Chat A but if Group A Agents are offline, Group B Agents will receive the chat instead.

    Or, how do we set up a trigger that that automatically routes a chat/message to Group B when Chat As is waiting beyond a specific time frame? Still with ZD messaging enabled. 

    Thank you! 

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  • Blanca

    Hi Jahleel,

    I have tested it on my account, and I could replicate it based on the conditions I have shared. I will open a new ticket to share the instances that transcribed when the priority agent was offline. Another agent was available instead on an Agent Workspace set-up. The ticket is 6914153.

    Cheers,
    Blanca | Customer Advocate

    Chat with our live support!

    https://support.zendesk.com/hc/en-us

    0

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