| Table of Contents | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|
Overview
In Chat assignment and routing in Live Agent Transfer , as an End User requests for chat transfer to a Live Agent, two main approaches are employed for transferring the chat to a Live Agent: Broadcast and Auto Assignment. The choice of chat assignment method is crucial in this context, aiming to enable swift and automated allocation of chats to Live Agents according to pre-defined criteriarefer to the methods used to allocate incoming chat requests from end users to available Live Agents. This functionality ensures timely and effective support by directing chat requests to the right agent as quickly as possible. There are two primary methods for this:
Broadcast: The chat request is simultaneously sent to all available agents, and the first agent to accept it takes the chat.
Auto Assignment: An algorithm automatically directs the chat to a specific agent based on criteria such as location, skill level, or current workload.
Choosing the appropriate chat assignment and routing method helps optimize response times and enhances the overall customer support experience.
User Persona
Admin / Analyst
...