Question
I am seeing a lot of missed chats because I don't have enough agents to answer them. What can I do?
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 the article: Configuring Hybrid Assignment Mode (live chat and messaging).
- Consider using the Chat in Web Widget (Classic) 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 this article: Analytics 101: Solving the missed chats mystery.
2 comments
CJ Johnson
What is the prebuilt "Chat rescuer" trigger? I've never heard of this, and I don't see it in my account.
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Aimee Spanier
Hi, CJ Johnson. If you created your account after February1, 2021 you won't see most of the default triggers listed in About the Chat default triggers (including Chat rescuer) unless you manually enable live chat. Instead, you'll see three default triggers that work with messaging functionality.
If your account is older than that, or if you have enabled live chat and still don't see the Chat rescuer trigger, you may want to file a ticket with our support team.
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