Getting Work
Chats and video chats can be assigned to you in multiple ways:
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You pull incoming chats from a queue
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Incoming chats are automatically assigned to you by the system
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You can manually offer a chat to a prospective customer using site monitors, which is then assigned to you upon acceptance of the offer
In case of auto-assignment, the system checks the load of each agent and assigns the chats to the agent with the least load. For video chat, the maximum load allowed for each agent is 1. This means that when you are working on a video chat, no other chats are assigned to you.
You can pull chats from queues if you have the required pull permissions, and if you have been assigned the action required to pull chat activities. When a chat activity comes into a queue, the Pull Chat button blinks. When you click the button while it is still blinking, a chat is assigned to you. You can pull chat activities even when you are working on an email activity, viewing folders in your inbox, or performing a search. If you pull chat activities, you are taken to the Chat tab of the Inbox where the pulled chat activity is highlighted and you can begin working on it.
If you are working on a chat activity and you pull a new chat activity, the new chat activity comes into your inbox but your focus is not shifted to the pulled activity. You can continue to work on your original chat activity.
Once a chat gets assigned to you, either by pull or auto-assignment, you must click the chat within the time designated by your administrator. If the chat is not selected in this time, the activity is sent back to the queue so that it can assigned to other agents. The same activity will not be assigned to you again automatically unless there are no other agents marked available; however, you can always pull it from the queue.
You may also be marked unavailable to get more chats if the system is configured to do so. In this case, the activity is sent back to the queue and you are immediately notified that no new work will be assigned to you. If you do not have the permission to change your availability setting, then you have to logout and log back in to get new work. In this case, the same activity can be assigned to you when you make yourself available again (manually or by logging back in again).
To get new chat and video chat activities:
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In a push-routing model, a chat is automatically assigned to you.
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In a pull-routing model, in the inbox list pane toolbar, click the Pull Chat button when it blinks. One activity, usually the one with the maximum waiting time, is pulled to your inbox.
If you are working in the Main tab of the Inbox, the Chat tab of the Inbox adds an icon next to it to inform you that a chat has been assigned to you, or a new message has come into the Chat pane.
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