Select agent by acitivity
backlog
D
Danny Vaessens
If there are 3 employees in a team, it would be nice if the conversation was automatically transferred to a specific employee based on activity. So if employee A has picked up the last chat, employee B (or C) is then assigned the call. So automatically assign it to the person who hasn't answered a chat for the longest time.
This post was marked as
backlog
Fleur Nouwens
Merged in a post:
Check if specific agent is available, if not redirect to a team or "All"
S
Simon Siahaya
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