New Feature: Agent Reassignment

How often have you stepped away from your desk, only to realize that you accidentally forgot to “Pause” yourself? Or perhaps you’re sitting directly in front of the computer, but you aren’t able to answer an incoming chat as quickly as you’d like to because you’re talking with a colleague or tied up on the phone. Take it from us, these things happen to even the most seasoned Chat Agents from time to time. That’s why we’re excited to announce a snazzy little feature that will help mitigate these problems while helping to enhance your visitor’s experience (because no one enjoys sitting around waiting for an agent to respond to their chat). If you dive into the Admin Dashboard, you’ll be able to get a closer look at our new Agent Reassignment feature.

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The Chat Assignment tab within your Admin Dashboard is the place to configure all of the settings related to this new feature. You have the power to decide exactly how many seconds a visitor will wait before the system automatically searches for a new online and available agent. We think somewhere around ~35 seconds is a good starting point, but it’s completely up to you. You can even send an automatic email notification whenever Chat Reassignment occurs, for example, to an Administrator or Team Supervisor.

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So how exactly does this work? First of all, it’s important to keep in mind that Agent Reassignment will only occur if the chat wasn’t replied to for the specified amount of seconds, and if other agents are both online and available. You also might be wondering how this feature works in relation to your Agent Assignment settings (chat routing). If you have selected the option to notify all online agents of incoming chats, any time a chat goes unanswered all available agents will receive a system notification reminding them to answer the chat. If a Chat Agent fails to answer a proactive chat (it happens to the best of us), the agent will be auto-paused and the chat will then broadcast to the remaining available agents.

If you’ve selected the option to automatically assign each incoming chat to a specific agent, then each time an agent fails to respond to a chat they will be auto-paused. This auto-pause component acts as a safety net in case the Chat Agent is truly away/unavailable. The chat will then route to the next available agent, round-robin style and in accordance with any priority tiers you have configured. You can even use the Auto Responder feature in tandem with Agent Reassignment (please check out our Help Guide here for additional details regarding this).

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We’re excited to unveil this new feature to enhance the visitor’s experience while making the lives of agents a little bit easier. If you have any questions or feedback about Agent Reassignment, don’t hesitate to come chat with us!