Agent Priority on Queue Agent Chat

[Joao Souza]

Hi all,

I would like to solve a problem we are facing about Agent Chat/Live Agent on CSM, as I do not have much experience on this subject.

Here's the situation, what we need:

-> Priority (By Number):

1. (0 No chat)
2. (1, first to attend)
3. (2,  if priority 1 agents are in it's full capacity, priority 2 agents will start to receive chats)

-> Agent 1 / Spanish Queue

-> Agent 2 / Spanish and English Queue

-> Is there any way we can prioritize inbound cases (chats)? For example, Agent 2 is within both queues, but his default/priority group is English (Priority 1), however, if the Spanish queue is in full capacity, the waiting chats should be routed to Agent 2 (Priority 2 in Spanish), as he is in both queues.

-> Following the scenario above, Agent 3 is within both queues but he's marked as Priority 0, so he should not receive any inbound cases (chats). Is there a way he could pick up the cases manually? In case of both queues are in it's full capacity, and cases are waiting in queue, making him available to attend this chats.

[Joekeery]

1. Set Up Priority Levels: Assign priority numbers to each language queue. English could be Priority 1 and Spanish Priority 2 for Agent 2.

2. Dynamic Routing: When Agent 2's primary (English) queue is full, automatically route Spanish chats to him. Enable Agent 3 to manually pick up chats from any queue when both are at capacity.

3. Dashboard Tools: Equip the agent dashboard with features allowing Priority 0 agents like Agent 3 to manually opt-in to take chats when needed.

4. Monitor and Adjust: Keep an eye on how the system performs and tweak as necessary to ensure efficiency or Roofers of Arlington.

Make sure these settings are implemented through your CSM platform, possibly with the help of tech support.