Hej all.
How/Where do we define 'Availability' on any particular queue?
How we want to define it: Every time there's at least one online agent (could be available, away or busy, even when they are handling their maximum capacity), the queue should be considered available.
-> If no agents can accept the incoming chat, that chat should simply wait in that queue.
Detailed description of issue/question follows below
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We have 6 chat queues, in our one combined Service Channel.
One queue is called "CTI" (Common Tools and Infrastructure), and another one is called: "PBO" (People Business Operation).
In both queues, there are various agents online, working on their own queues. Our Virtual Agent either finds the correct queue for the user, or the users select the queues themselves.
Most agents have a capacity of 2 (maximum concurrent chats = 2), some have 1.
It should be so that if all agents in one particular queue are handling their maximum capacity, the next user entering that queue will simply have to wait. Until either a new agents comes online, or one of their capacity ("chat slots") are opened up.
Last week, it was super-busy, so for a long time most agents in CTI was handling their max.
What our Virtual Agent informed our users (going to enter CTI-queue) that the queue is busy, and thus Virtual Agent auto-assigned those agents to PBO-queue (set as a back-up for CTI in VA-config).
What is expected is that new users should simply wait in CTI, NOT be auto-assigned to another queue.
Talking with my VA-developer onsite, the only thing they can check from VA-side, is if a queue is 'Available' or not.
How is 'Available' defined?
Where do we set a queue as 'Available' ALL THE TIME, with only exception when there are no Online agents (Online/Available, Away, Busy, handling max capacity = Means that queue is online/operational/during opening hours).
