Automatic Routing/Assignment of Chat In Connect Chat
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02-13-2023 04:41 AM
Hi All
Just wondering if anybody has worked on auto-assignment of chats in Connect Chat.
I know connect chat is deprecated and no longer support in UTAH but was wanting to know if anybody has had a solution around auto-assignment of Chats to Agents without any wait-time ?
Appreciate any help around this
Regards
Nitin
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02-13-2023 05:18 AM
Hello @Nitin Agarwal1
Connect Chat never had auto assignment in the first place.
If any customer had this requirement, then it would have been a complete customization.
The features in Connect Chat were:
- Assigning the chat to all the member of the groups, and then based on availability, the agent would accept it.
- Assigning the chat to agents in round robin order, so that who ever has bandwidth would accept it.
It never stayed or got assigned to only one agent.
This was a challenge in connect chat, and I had seen many customizations which did not run a full potential and customers had to move to Advanced Work Assignment, where this feature was readily available.
Advanced Work Assignment wait time can be configured as per customer's requirement.
You can set it to 0 secs, which means the chat lands immediately to agent's queue.
