1. Description
It is designed to configure the parameters of the Queue.
It consists of the following elements (Fig. 1):
- Max wait time;
- Agent response timeout;
- Customer response timeout;
- Maximum response timeout;
- Access to pause when there are more online agents than;
- Sticky;
- Ignore calendar;
- Manual distribution;
- Timeout from the last message.
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Fig. 1. Parameters tab
1.1. Max wait time
Here, enter the length of time the Subscriber will wait in the Queue. After this time expires, the Subscriber is removed from the Queue.
1.2. Discard abandoned after
Here enters how long the Queuing mechanism will remember the position in the Subscriber's Queue at the end of the chat (the Subscriber ended the chat without waiting for a connection with the Agent). It is used when the Subscriber does not wait for the connection with the Agent, and if he enters to chat again within the time entered in this field, then the position from the previous chat is saved for him.
The time count starts after the Subscriber leaves the chat without waiting for a connection with the Agent.
1.3. Agent response timeout
Here is the amount of time the chat waits for the Agent's response. If the Agent does not answer within the enters time, the chat is automatically closed.
The countdown time depends on the position of the Timeout from the last message switch.
If the Timeout from the last message switch is off, the countdown time is based on the time of sending the last message from the Agent.
If the Timeout from the last message switch is on - the countdown time goes from the time of sending the last message in the chat.
1.4. Customer response timeout
Here is the amount of time to wait for a response from the Subscriber in the chat. If the Subscriber does not answer within the specified time, the chat is automatically closed.
The countdown time depends on the position of the Timeout from the last message switch.
If the Timeout from the last message switch is off, the countdown time is based on the time of sending the last message from the Agent.
If the Timeout from the last message switch is on - the countdown time goes from the time of sending the last message in the chat.
| Info |
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In the case when different amounts of time are entered in the Maximum response timeout and Agent response timeout fields or the Maximum response timeout and Customer response timeout fields, the smaller value will be taken into account. |
1.5. Maximum response timeout
The amount of time to wait for messages is entered here. That is, the chat will close only when both parties do not send a message within the period specified in the setting.
| Warning |
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The parameter Maximum response timeout will not be considered by the system if set to 0 in any of these fields:
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1.6. Max wait count
The maximum number of Subscribers waiting to be connected to the Agent enters here.
If more Subscribers are waiting for a connection than enter in this field, then such Subscribers will not get into the Queue, and, as a result, the chat will end.
| Note |
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If you enter 0 in this field, this function will be ignored. |
1.7. Access to pause when there are more online agents than
What the minimum number of online Agents should be for the Agent to be able to switch to pause mode is entered here.
An Agent cannot go into pause mode if the number of Agents online is equal to or less than the number entered in this field.
1.8. Sticky
The ability to assign a specific Agent for the Subscriber.
When this switch is activated, more additional elements appear (Fig. 2):
- Sticky agent (sec)
- ;
- Ignore agent status.
Fig. 2. Sticky
Sticky agent (sec) - the time the Queuing mechanism waits to connect only with the Agent associated with this Subscriber.
It is used if the Agent to which the Subscriber is attached is busy or is on pause. If the Agent is offline, the Queuing mechanism will not wait but will connect with another Agent.
If, at the end of the time, the Agent bound to the Subscriber is not accessible, then the Queuing mechanism will begin to connect with other Agents.
1.9.The Ignore agent status switch checks if the agent is in online status to determine whether to schedule a chat:
- does not check the status of the Agent;
- check the Agent's status; the Agent is assigned to the chat only when they are online.
When the Ignore Agent Status switch is enabled and the Agent is offline or busy, the chat is assigned to that Agent but does not appear in their Workspace; instead, it waits for the time entered in the Sticky agent (sec) field.
If the Agent comes online before the time expires, the chat will appear in their Workspace.
If the Agent does not come online within that time, the chat will go to the Queue.
If the Agent is offline and the Ignore Agent Status switch is disabled, the Queue mechanism will not wait and will connect the chat to another Agent.
1.9. Ignore calendar
In the process of development.
1.10. Manual distribution
Responsible for the manual distribution of chats in this Queue - the Agent selects which cats to accept from the list of inbound chats.
If it is enabled, then chatswill not be distributed automatically but will be shown to all Agents assigned to this Queue.
1.
1011. Timeout from the last message
If the Timeout from the last message switch is turned off, the countdown time for the Agent response timeout field and Customer response timeout field starts from when the last message was sent from the Agent or Subscriber, respectively.
If the Timeout from the last message switch is turned on, the countdown time for the Agent response timeout field and Customer response timeout field starts from the time the last chat message was sent.
2. Opportunities
2.1. Change Queue settings
Goal | Change Queue settings |
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| Preconditions |
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Steps |
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Result | Data saved. |
2.1. Sticky settings in the Queue
Goal | Sticky settings in the Queue |
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| Preconditions |
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Steps |
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Result | Data saved. |
| Table of Contents |
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