Features

Use Case: An agent handles a chat, closes then receives another or the agent goes on break. The customer reopens the chat on the same day. The system will attempt to distribute that chat to the agent that handled it originally. If that agent is handling another chat or is on break the system will wait 60 seconds before trying another agent. We would a new chat agent routing timeout config (in seconds) where we could decide how long to wait before attempting to transfer to another agent as the "fixed" 60 secs currently exceeds our client SLA and we feel doesn't provide the best customer experience.