Chat transfer priority.

[Diana27]

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 "transferred chat" before any other chats that are already in the queue.

Thank you,

Diana

[SatyakiBose]

Hello @Diana27 

In advanced work assignment, the work items are routed and assigned based on the first in first out algorithm.

Which means that the work item which enters the queue first will be the first to be routed to an available agent.

So lets consider there are 2 queues:

Queue 1 --> All agents (lets say 2 agents) are busy and we have 1 chat waiting to be assigned.

Queue 2 --> All agents (lets say 2 agents) are available and 2 work item (2 chats) + 1 transferred chat from Queue 1 are already in the queue to be assigned. Chat 1 is assigned to Agent 1 & Chat 2 is assigned to Agent 2. The transferred chat will only be assigned once the agent has capacity to take another chat.

Now you need to remember that, assignment of work items is all based on capacity of the agent.

This is where your Capacity and Utilization comes into play.

When you are configuring your channel, you need to be sure that Default work item size is always less than 

Default capacity.

The reason being that agent's capacity in % is calculated as Default work item size/Default capacity

So lets say:

Default work item size = 1

Default capacity = 4

which means that at a given point in time, only one chat can be routed or accepted by the agent.

So now lets go back to your question:

If agents in Queue 2 have already got 1 chat each, and the transferred chat also needs to be assigned, then the default work item size should be set to 2. Which means that while the agent is already handling one chat, he will get another chat also.

But we cannot prioritize it

We can only configure the channel in such a way that it gets assigned to an agent

You also need to make sure that the queues that will be handling the chat have similar Work item routing condition.

Else the work item/chat will not land in the next queue.

[Diana27]

HI SatyakiBose,

Would changing the Default work item size to 2 affect all agents?  Would that mean that all agents would now be working on 1 item and and getting assigned to another throughout their session?

Thank you,

Diana

[SatyakiBose]

Hello @Diana27 

The Default work item size is set in the service channel.

So agent who belong to all the queues configured in the channel will be getting 2 work items.

Which means that they can concurrently ACCEPT 2 work items.

Example:

1. Set the Default work item size = 2
2. Set Default capacity = 4
3. There are 2 agents (A & B) online, and we have 6 work items in queue.
4. A gets 2 work item in the inbox, and waiting to be accepted.
5. B gets 2 work item in the inbox, and waiting to be accepted.
6. A accepts 2 chats. So A's utilization is now at 50% (2/4=50%). 
7. Similarly for B, if B also accepts 2 chats, the utilization is 50%.
8. We still have 2 more chats in queue. This will be assigned to either A or B, whoever accepts the 2 chats in 6 or 7 the first.

Hope it makes uour doubt clear.

[Diana27]

Hi SatyakiBose,

Thank you for the information.  I will let them know it cannot be prioritized.

Thank you again,

Diana