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If Customer Service agent is busy or on another tab and doesnt answer the incoming chat for 2 mins, customer should be notified that agents are not available at the moment.
In this scenario agent's status on Omni Channel is available as the person is not away - a feature to inform customer that agents isnt available after 2 mins (other defined threshold) without changing agent status to away or busy should be added.
In this scenario agent's status on Omni Channel is available as the person is not away - a feature to inform customer that agents isnt available after 2 mins (other defined threshold) without changing agent status to away or busy should be added.
STATUS DETAILS
Under Review
Comments
Agreed. We have scenarios where, for example, all agents may be at lunch. They are all busy. It is too small a scenario to use Operating Hours. Currently customer would wait up to 1 hour for agents to return and be available and there is no way to indicate a special message that they should just create a case instead.
Category: Live Chat
Administrator on 1/29/2024 4:37:40 PM
This feedback is being considered as a future enhancement to our overflow capabilities. Thank you for the details, and we will keep you posted as progress is made.
Jonathon Nelson
Product Manager, Microsoft