Chat queue in new agent workspace
In the new agent workspace, our agents miss being able to see the chat and the customer before accepting it. In cases of repeat visitors to the chat, it would be neat that the agents could see this and the same agent the customer has spoken to before could pick the chat up.
Hey Hege Solheim and Jamie Martin,
Thank you for reaching out! With the Agent Workspace it would be possible for agents to navigate to the unassigned view (or create a view specific to the Chat channel) and see unassigned Chats. From there they could see the conversation and customer prior to assigning the conversation to themselves.
This would also work for if a connection is dropped and the user reaches out again.
My account is seeing the same thing. What is being done about this? Our team is missing chats and responses are delayed and your company seems to just throw articles at us to figure it out ourselves. Very disappointed.
Hi Hege Solheim, an immediate solution at the moment is to create a specific view that shows your agents the relevant new conversations (that is, tickets whose status is New and only including synchronous channels).
They could then skip/ignore the "Accept" button (they can work in Invisible mode to prevent interruptions, if that's operationally viable for you).
Please note: this will only work if your agents don't have "Play views only" enabled on their role permissions (under 'Agent workflow'). If they do, they can't see the ticket list in the View, and have to open conversations one by one.
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