Skip to end of metadata
Go to start of metadata

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 6 Next »

1. Description

It is designed to configure the parameters of the Queue.

It consists of the following elements (Fig. 1):

  1. Max wait time;
  3. Agent response timeout;
  4. Customer response timeout;
  5. Maximum response timeout;
  7. Access to pause when there are more online agents than;
  8. Sticky;
  9. Manual distribution;
  10. Timeout from the last message.

Fig. 1. Parameters tab 

1.1. Max wait time

Here enters how long the Subscriber will wait in the Queue. After the expiration of this time, 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.

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.

The parameter Maximum response timeout will not be considered by the system if set to 0 in any of these fields:

  • Maximum response timeout;
  • Customer response timeout;
  • Agent response timeout.

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.

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 Sticky agent (sec) field appears.

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. 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.

1.10. 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

Preconditions
  1. Access to the Admin application;
  2. Access to the Queues partition in the Admin application;
  3. Permission to edit or create in the Queues partition;
  4. The presence of an Offline Queue or the creation of a new one.

Steps


  1. Click on the field you want to change.
  2. Make the necessary changes (the number can be set using the buttons)
  3. Click the Save button

Result

Data saved.

  • No labels