Regarding agent chat

[Vinutha BJ]

Hello,

I’m currently configuring the Agent Chat functionality.

After some testing I noticed that can a agent have a visibility to current queue to check waiting user chat

OR

can agent once free can go back to queue to pick up a chat, which is waiting.

[Lynda1 · Accepted solution]

We created a report and placed it on a Dashboard for the Agents to see what is in the queue.

When the Agents see the queue building up, they jump in, accept max 2 chats then set themselves offline so they can get out of chat when done with the two. 

[Vinutha BJ]

Hi,

Thank you for your replay, I have checked it. it's working perfect but small query " through running this report we can only find out how many new chats are there in queue, but agent cannot accept those chat again"

if possible is there any way where agent can accept the waiting chat from the queue.

[Lynda1]

We have Advanced Work Assignment control who can accept the chat. If the team sees chat needs additional support, one Agent becomes available, waits for the system to send the chat to him/her.  We do not want our chats to be picked out, they are worked in the first in first accepted. There are times the Agent has to wait a few seconds for a chat to come, since the AWA that routes the chats might have one with a current agent, the time out happens, the new Agent gets the chat to accept.

I hope that makes sense!