I have a client who is receiving a high volume of chats. They have set a limit on the number of chats each agent can handle. However, when new chats come in and no agent is available due to this limit, these chats remain unassigned. The client then has to manually filter and assign these chats to agents. It would be ideal if these chats could be automatically assigned to an agent as soon as one becomes available.
Status: Idea Submitted
This would be a great addition. By “chats,” do you mean conversations and do they correlate with a ticket object?
Also just wanted to share that Insycle’s Assign feature can help here (full disclosure, I work for Insycle as a product marketer). With Insycle, you can re-assign tickets in bulk based on parameters, with deep availability settings including daily work hours, adding upcoming expected absences, and a quick toggle to mark a rep unavailable. So in your case, a parameter might be that the ticket was unassigned. Additionally, you can assign in flexible ways, including assigning open unassigned tickets among a group of reps.
Here is an article we recently published on the availability features so that you can get a better idea of how it works.