Webchat Call Distributions

Chat message customers are queued and waiting in the queue like call customers. Chat conversation is started by the ready agent and they are prioritized according to their order in the queue. The method of prioritization is as follows:

1-Idle Customer: If idle customers write back in the agent timeout period this customer has the highest priority. So, this customer will be reaching the agent early than the other waiting customer.

2-Engage Customer: Some customers are new, some are returning customers. Those returning customers that already spoken with an agent will have the same waiting status by using the "engage customer" multiplier. You can assign higher priority for engage customers. To use these features, you will enter as 3-4-5 value to “engmultiplier” combobox.

For example,
If engage customer is waiting for 12 seconds and new customer is waiting for 40 seconds the engage customer has more priority then new customer. If you entered engmultiplier combobox to 5 value. The system will consider engage customer waiting time as 1 minute.
Therefore, the system puts the customer in front of the new customer during the queue. When the agent calls the first customer waiting in the queue, the engage customer makes the first conversation with the agent, although the waiting time is low.

3-New customer: After the idle customer completes the agent timeout time, the engage multiplier is activated. Then the engagemultiplier is activated and the higher one takes priority. If the new customer waiting time is less than these, it continues to wait in the queue.