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Agent Chat Reporting - Available Agents

When there are no Agents signed in an online if i initiate a chat the Max wait time message is instantly displayed in the chat window. Is it possible to report on this. I would like to be able to see how many chats have been initiated and there are n...

_benow by Giga Expert
  • 1424 Views
  • 4 replies
  • 1 helpfuls

Chat transfer priority.

Hi, Currently we are using AWA and Agent Chat on Tokyo.  We were wondering if there is a way to set up some kind of priority for when one queue transfers a chat to another queue.  Example: if all agents are busy the next available agent would get the...

Diana27 by Tera Guru
  • 792 Views
  • 4 replies
  • 1 helpfuls

Resolved! Agent Chat and Advance Work Assignment VS Sidebar

Hello All,We are transitioning to Tokyo and since been made aware that Connect chat and Connect support are deprecated. My question is since Sidebar is limited to a few configurable workspaces for this Tokyo version which is preferred the Sidebar or ...

Community Alums by Community Alums  
  • 948 Views
  • 4 replies
  • 2 helpfuls

Agent Chat and Virtual Agent

Hello, We currently have a Virtual Agent and Agent Chat set up successfully, we are looking to see if we can present a widget which goes directly to Agent Chat and bypasses Virtual Agent for a subset of users. This is due to them not being ready for ...

Resolved! How to display ticket on agent screen

Hi all, Please is it possible to make either an existing ticket details or newly created ticket details populate/display on Agent screen? E.g. Whenever we are getting data from another system, can we populate the data in a new form on the Agent scree...

ID NOBLE by Tera Expert
  • 1286 Views
  • 9 replies
  • 1 helpfuls
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