Queue Polling Strategy for Live Chat

[jwilkinson]

Hello,

We are testing new SMS and Web chat integration to call queues with multiple agents. Currently when a new chat is started each agent is alerted and can begin responding. Is it possible to have these chats follow polling strategies similar to how queue calls work? Right not if I select "round robin" as the polling strategy, new SMS/Chat messages are still sent to all agents logged into the queue.

 

[Evolute IT]

The polling strategies only apply to calls, not SMS/Chats. Chats are always sent to everyone and the first to answer takes the chat at the same time.

 

[jwilkinson]

Wondering if anyone else thinks this is a limitation. I feel like a customer that has many agents in a queue, doesn't want SMS/Chats sent to every agent. That would easily get cumbersome with high volume of requests. As well as there being no way to distribute the workload evenly among agents.

 

[TBWD]

I created a "Web Support Queue" and assigned just the agents needed for the chat. Now the same agents also get calls, but it does limit who needs to be involved with the sms and chat