Chat allocation is a way of handling the customer traffic according to your agents’ availability, chat limits to each agent. It’s an effective way to utilize your resources to the best possible way.
There are two ways to allocate the chats:
1. Auto assign:
As the name suggests, the system will assign the customers to agents automatically. When the chat limit of the agent is reached, customers will be assigned to the next agent. When all the agents’ limit is reached, customers will wait in the queue.
2. Only selected visitors:
Here, the freedom is given to agents. All the customers are queued up while starting the chat and agent manually picks up the chats.
To use Chat Allocation,
- Go to Settings tab.
- Click on Advanced Setup.
- Select the subtab Chat Allocation.
- Two options will be displayed: i. Auto assign chats ii. Manual selection of chats (Select whichever option is suitable to you.)
- Save the changes.