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We would like that it would be possible to get the incoming chat message popping up at all agent’s computer, and then the first one that would click accept would get the chat.
Today it works by notifying the agent that has the most capacity to take a new chat, but often our agents have the same capacity to take any chat that comes in, so it would be better that the notification would show on all agents, and then the one that clicks accept first would get the chat conversation.
STATUS DETAILS
Needs Votes
Administrator on 1/2/2024 7:16:10 AM
Would like to understand in detail on what's the pain point that the customer is facing with the current assignment functionality and why they would need a change in it? Also, we have multiple assignment methodologies (also constantly adding more...), apart from highest available capacity. Please check them out.
Assignment methods for queues | Microsoft Learn
Another option is for agents to view open conversations in a queue and pick them if they want to self-assign conversations
Sincerely,
PM,
Microsoft.