Live Chat - Agent timeout settings

[Akansha Gupta]

Hi All,

could you please guide in configuring the below requirements for Live Chat :

1. Can you please assist me with the requirement where if all the agents are full to the max capacity, the system allows the user to wait for 15 min?

we have already set Max Wait Time at Queue as 15 min but it is disconnecting the user at around 10 min .

2. If all agents are unavailable, is it possible to add the chat to the queue? as of it directly shows the unavailable message

Thanks

Akansha Gupta

[AndersBGS]

Hi @Akansha Gupta 

1. How is your queue settings configured? Have you more than one queue ? If yes, is any of your queue time out setting set for 10 mins.

2. As far as I know - then no. If all agents is unavailable, then I don’t believe that there is a queue pending for a available agents

[Akansha Gupta]

Hi @AndersBGS - thanks for the reply!

1. We have only queue configured with 24*7 Schedule and max wait time as 15 min

2. The requirement is that we should allow chats to be in queue for 15 min when all agents are available so if any agent become available he can pick it up.

[Lynda1]

Not sure if you figured this one out. This is our settings, the wait times are ridiculously high since we do not want the queue wait time to timeout on the users

Yes, we do end up with 1 1/2 hours wait in the chat queue at times 😞