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Reassign chat upon disconnection

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Luis Rodriguez

已于 2023年2月20日 发布

We have a chat disconnect issue due to agent timeout/connection loss.

 

When a chat gets disconnected due to an agent issue, can it be reassigned upon 3-4 minutes of agent inactivity?

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    Dane

    Zendesk Engineering

    Hi Luis,

    I noticed that a ticket has already been submitted for this concern and is already being investigated. Please continue to work with our Advocate assigned to the ticket for the resolution.

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    Sarah

    Hi, do we have an update on this?

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    Tony

    Zendesk Customer Care

    Hi Sarah,
    if you are experiencing issues of this form, please reach out to our support in order to further investigate this!
     
    Best,

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    Sarah

    Hi Tony, 

    My issue is that when chat disconnects due to agent timeout/connection loss, the customer does not get assigned to the next available agent. Instead, the customer just gets disconnected in chat.

    Is this not the expected behavior?

    Thanks,

    Sarah

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