- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-09-2020 07:44 AM
In our Agent Chat Assignment Rule, the Timeout value is set to 45 seconds. During our testing, the Time to accept value shown to an Agent to either Accept or Reject an incoming chat normally starts at 45 seconds and then counts down to zero if no action is taken by the agent.
However, for one of our testers, the Time to accept count starts with a higher value (1:05 or 0:50) and then counts down for a duration of 45 seconds before being reassigned to the next available agent. e.g. If the initial Time to accept is shown as 1:05, the reassignment takes place when the Time to accept reaches 20 seconds.
The tester has tried both MS Edge and Chrome and gets the same results.
Any thoughts?
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
08-16-2020 10:37 AM
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-29-2022 10:29 AM
Hello, I am looking to reduce agent time to accept or reject a new chat request to 60 seconds. Do I need to change in glide property or at the business rule?
The KB article is not found.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
03-06-2023 07:24 AM
Hi,
I am also checking for the same. Are you able to change the time for chat acceptance or reject? I tried in queue but its not working. Can anyone help me on this.
Thanks
.png){kind=link}