I have 30 agents who all chat. We are set up for assigned chats which is supposed to do the following:
Assigned: Chats are evenly assigned amongst online agents, such that only one agent is notified of each incoming chat at any time.
Incoming chats are assigned to the online agent currently who's been available (i.e. not serving a chat) for the longest time. If all agents are actively serving chats, the chat is assigned to the agent currently serving the fewest chats. If multiple agents are tied for the fewest chats, the chat is assigned to one of those agents in a round robin fashion.
This IS NOT happening and it is creating HUGE issues with distribution. If someone has been waiting 2 hours to receive a chat then someone else comes in brand new and gets a chat within 5 minutes.
We have been reporting this for months. When will this prioritized and fixed? Timeline please......
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