vacation replacement with live chat

[Steffen Maier]

Hello,

we want to use live chat, but sometimes people are sick or on vacation.

How can I divert these live chats and how can I set this not beeing the user who is sick (sometimes they just call in the morning that they are sick, but I have no access to their pc).

Thanks
Steffen Maier

 

[NickD_3CX]

Hi Steffen!

What you could do is point the Live Chat to a Queue on your 3CX, and in this Queue have all your agents. IF one is sick, no problem, the others will see it. If all are out for some reason, the Web Visitors will see the Offline form they can fill in, and then when an agent logs in again, they shall see the details the Visitor left in the form and take action.

 

[Steffen Maier]

Thank you, but that is not an option.
We have an agent specialist for each product, and you cannot put somebody thru with a chat, rigt?

 

[NickD_3CX]

The plot thickens! Ok, then for each product you could have a Queue. Each one of these Queues would typically have the respective specialist in it.
Now if a certain specialist is out, you could log into the Management Console and add another agent in the Queue as a substitute for the day.