1. Description

It is designed to configure the parameters of the Queue.

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

1. Max wait time;

2. Discard abandoned after;

3. Agent response timeout;

4. Customer response timeout;

5. Maximum response timeout;

6. Max wait count;

7. Access to pause when there are more online agents than;

8. Sticky;

9. Ignore calendar;

10. Manual distribution;

11. 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.

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.

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.

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.

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Fig. 2. Sticky 

Sticky agent (sec) — the time the Queuing mechanism waits to connect only with the Agent associated with this Subscriber.

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

If the switch is turned on, the chat goes to the Queue and will remain there, but it will be distributed to the Agent only during the working hours of the Calendar. The Calendar is selected on the General tab in the Calendar field.

1.10. Manual distribution

Responsible for the manual distribution of chats in this Queue — the Agent selects which chats to accept from the list of inbound chats.

If it is enabled, then chats will not be distributed automatically but will be shown to all Agents assigned to this Queue.

1.11. 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

2.2. Sticky settings in the Queue