We are a small team. Currently we only have 1 person dedicated to handling our chats. For the most part this is very manageable. However, there are times when our Chat rep gets inundated.
Is there any way to set up other groups as an overflow?
Here's what I envision:
My Chat agent has a threshold of 4 chats set up. When he reaches 4 chats and another is waiting I want it to get routed to someone else but ONLY in this situation. I want my Chat agent to field ALL chats otherwise, only utilizing the other agents when he is at his limit.
We do something similar with Zendesk Talk. We have our main group set up to field all the calls. If nobody in that group is available calls will then to go another group.
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