5 댓글

  • Prakruti Hindia
    Zendesk Product Manager

    Hi there,

    Sorry to hear that you are facing a problem with routing.

    In Assigned mode, chats are assigned based on the number of chats currently served by the agent. Between the agent serving the same number of chats or not serving chats, the agent who has been waiting for longest is assigned the chat. 

    Waiting is measured from when the agent came online or time they served their last chat, whichever is recent. If your agent has been waiting 2 hours to receive the chat and been not been assigned chat, you could consider - 

    • are your agents part of the same department(s) or is one of your agent part of more departments than other
    • has the agent been online or logged in 2 hours back, set to Away (took a break) and came online after the second agent

    I am also creating a ticket for you. Our support team can investigate the issue.

    - Prakruti

  • Sammy

    hi Prakruti 

    We have also experienced the same issue whereby one agent recieved more chats than others even after reaching his chat limit of 5. He was assigned 10 chats by the system while other agents had 3 - 5 chats each. 

    I think this is an issue that  needs to be looked into urgently. 


    - Sammy

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Sammy,

    Thank you for writing in. Could you help me check whether - 

    • Hybrid Assignment switched ON -Hybrid Assignment Mode gives agents the option of serving additional chats once they've reached their chat limits. Agents will have the option of clicking the Serve Request button to pick up additional chats. If this option isn't enabled, agents can see incoming requests but aren't able to click on the button.
    • Few of the chats assigned to an agent are now inactive - visitor has not responded for more than 20 mins
    • Other agents in the department have set themselves to 'Away' or 'Invisible'
    • Other agents are part of the same departments 

    You could consider monitoring the agents' status and chats being served by them using Team > View All.

    Please let me know if these explanations help. Alternatively, we can create a ticket and have someone investigate your account. 


  • Sam

    +1 here. We have been having the same problem for a long time, have worked with ZD support but the problem still continues

  • Heather Rommel
    Community Moderator

    Adding my voice here and also Upvoted this-- to help the Product Managers get an indication of how many of us need this, don't forget to upvote this!!

    We are also not-so-pleasantly- surprised with this -- seems like a bug to me.  Chat agents that have been idling longest should get the first chat that comes in. Period.



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