Due to our configuration (assigned routing/2 chat limit per agent), our chat agents may be assigned a second chat while in the middle of another chat, and there is no way to prevent this. We have found that there are times when agents are handling very complicated issue over a chat, and need to be able to focus on just that one interaction.
It would be helpful if we had the flexibility for a given agent to mark themselves as busy with a complex chat so the assignment logic would skip them temporarily, only until the complex chat ends. Ideally the usage of this option would be tracked so we could tell which agents were using it and how often etc
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