Dedicated time for clearing out remaining queue in Chat
AnsweredHi everyone! Our team has operating hours set till 8 pm but our agents are scheduled to work until 8:30 pm so that they can clear out any remaining chats left in our queue. The only issue is that after 8pm, we are considered "offline" which means all our agents are offline too so all live chats then become a ticket. With that said, the only way we can ensure our agents can clear out the remaining chats between 8pm-8:30pm, is by extending our operating hours till 8:30pm but this will also allow more incoming calls to come in between 8-8:30 (which we do not want). If there is a way to set out operating hours till 8 pm but be able to set a 30minutes time after that to clear out the remaining queues without receiving new incoming chats, that would be great!
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@... When your operating hours schedule kicks on, agents can choose to go away/invisible and complete their ongoing chat conversations. If all agents are away/invisible, new chat requests will not come in but existing chat requests will remain in the queue until it is answered or they decide to leave (and it gets considered as a missed chat)
Have you tried this workflow already?
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