Hi below is my requirement.
We have a Small Chat support Team of around 14 people. We want to use Zendesk Chat for Reactive & Proactive Support. When we don't have Volumes coming in and we want to set Trigger condition and fire them which works effectively but we have to manually check the No. of Triggers which have been fired on the dashboard and based on that we check if Agent is available and if not available we disable the Chat trigger.
So in order to meet this requirement, we would appreciate if Zendesk Chat can include this as a Feature.
Assume that we have 2 Agents logged in and both have a concurrency set to handle 1 Chat at a time. Assume they both are currently assisting their customer and their concurrency is locked and they cannot handle more chats. Now as this 2 Agents are already occupied with their chat concurrency, therefore in this given condition Zendesk should not fire Triggers to avoid unrequired Chats coming to Queue because that is a bad experience to the user because we are inviting user for Chat and then it is going to the Queue.
Head of Customer Support Center
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