08-14-2018 09:32 AM - edited 03-14-2019 06:24 PM
Hello,
Again, I have recently went live with our new socialminer chat. From the contact service queue, I see only two options. Longest idle and most skilled. Couple issues I am having with longest idle. Per another discussion I created on notifications, staff are missing their chat notification. Then the chat goes abandoned. Not good. Two parts.
A: why if no one answers the chat request in the time specified, can it not go to the next agent?
B: I don't want longest idle, I want it broadcasted to all and first one to hit accept wins. I have tried to set to most skilled and everyone has same skill number, but it just kept going to the same agent each time.
To summarize, I would prefer a broadcast chat which would seem to resolve my issues. But doesn't look like it is possible... open to suggestions...
Thanks,
Solved! Go to Solution.
08-14-2018 02:00 PM
I will leave this discussion out here for anyone else looking in the future. However this is what I learned about my question.
Broadcast is not possible and more than likely will never be possible. Though understanding the above, I can live without broadcast. I adjusted and tested and presented to first agent for 60 seconds then moved on. Happy with that.
08-14-2018 02:00 PM
I will leave this discussion out here for anyone else looking in the future. However this is what I learned about my question.
Broadcast is not possible and more than likely will never be possible. Though understanding the above, I can live without broadcast. I adjusted and tested and presented to first agent for 60 seconds then moved on. Happy with that.
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