Handoff to agent based on activity
backlog
M
Maximum Wolverine
Only handoff to online agents, and handoff based on the last activity of agents. E.g. when a team has 3 employees, automatically handoff the chat to agent A when that agent was the last one to pick up a new chat. So automatically assign a chat to the person who did not respond to a chat the longest time.
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backlog
Fleur Nouwens
Merged in a post:
Check if specific agent is available, if not redirect to a team or "All"
B
Blue Chinchilla
If a visitor asks to be connected to a specific live agent let Pulse check if the agent is available. If so route the conversation to that specific agent. If not inform the visitor that the agent is not available and that the conversation will be sent to another live agent from the same team (aka colleague ;) then route the conversation to the specific team or to the "All" inbox