I've had several agents express frustration with what happens when the customer leaves the chat.
The original agent sees that the customer has "gone offline." But then the customer chats back in - the original chatter is offered the option to resume the chat but the chat is also put in the queue and assigned to another agent. The customer is then potentially served by 2 agents - it causes confusion for the agents.
Is there a way to turn off the ability to resume the chat? Or is there a way to only offer the chat back to the original agent for a period of time - if they don't accept then the chat gets put in the queue (and the original chatter no longer has the option to resume the chat).
If you have any suggestions for how to prevent this ending/resuming of the chat in the first place that would be helpful. I'm uncertain of how to coach agents to avoid this scenario in the first place.
Thank you very much!
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