After deciding the type of logic, you will be able to change the settings for the agent as shown below:
Then, click on save after making any changes to update the settings.
AUTO RESOLVE
The Auto Resolve feature can be enabled to automatically resolve conversations when they become inactive. This ensures that inactive conversations are efficiently managed and closed without manual intervention.
Load Level Configuration
This section focuses on configuring the load levels for agents to ensure a balanced distribution of work. It describes how the system can track the number of active chats each agent is handling and adjust the assignment of new chats accordingly. By monitoring and managing load levels, the system aims to prevent any single agent from becoming overwhelmed and to maintain a high level of customer service.
By monitoring and managing load levels, the system aims to prevent any single agent from becoming overwhelmed and to maintain a high level of customer service.
There are three predefined load levels: Beginner, Intermediate, and Expert:
- Beginner: Agents at this level are typically new to the system and may still be in the process of learning the ropes. They are assigned a limited number of chats to handle simultaneously, allowing them to focus on providing quality service while gradually building their confidence and skills.
- Intermediate: Agents at this level have gained a moderate amount of experience and are comfortable handling multiple chats at once. They are assigned a higher number of chats compared to beginners. Intermediate agents are often given more complex queries and are expected to manage their time efficiently to maintain a high level of customer service.
- Expert: Agents at this level are highly experienced and proficient in handling a large volume of chats simultaneously. They are assigned the highest number of chats and are often tasked with resolving the most complex and challenging queries. Expert agents may also take on additional responsibilities, such as mentoring beginners and intermediates or handling escalated issues.