Chat Queues
What is a Chat Queue?
A chat queue is a way to route incoming chats to a group of agents.
For every chat session request coming from a configured Chat Website, the Agent belonging to the Chat Queue will be notified: if the chat is accepted, the system will open a specific Tab showing the new chat session on the Agent Desktop.
On this page:
Create a Chat Queue
To create a new Chat Queue click the button
Enter the Chat Queue details:
- Name
- Strategy
- Agent Timeout in seconds (i.e. the time in seconds the incoming interaction is notified to the Agent)
- Description (optional)
Queue Strategy defines how incoming chats are routed to the agents belonging to a queue. You can select one of the following strategies:
- Beepall: delivers the chat to all the agents until one answers
- RR Memory: tries to deliver the chat to the next agent in the list after the one engaged last time
The chosen strategy can be changed in the Edit Queue form