Most of our agents are able to handle 2 chats simultaneously. However, after one of the chats has ended, they are immediately assigned a new chat from the queue if they are set to Online.
The problem is, after the chat has ended, the agent needs a few minutes to update the form and add internal notes before taking on a new chat. It would be great if we can set some sort of delay interval after a chat closes before a new chat is assigned to the agent. For example, 120 seconds.
The current workaround is for the agent to set themselves as Away and then set themselves back to Online once they are ready to take a new chat.
Por favor, entrar para comentar.