To achieve ultimate customer reception and a satisfying and efficient work environment, there are a couple of useful recommendations that you should read before starting configuration of your chat solution.
Simultaneous chats
Agents working with chat usually want to have several chats in progress at the same time. Studies show that an agent can be able to handle up to four or five simultaneous chat sessions, depending on the difficulty of the errands and whether or not the agent normally has to wait for the customers to respond.
Multiple chats via waiting lists
To let the agent decide the number of chat contacts to be handled at each occasion you can set up the distribution of chats via waiting lists. The agent then only has to select a new chat contact from a waiting list and the contact in progress will automatically be parked.
- Execute select from waiting list when not ready. .
Multiple chats via queues
A more effective way to distribute multiple chat contacts to the agents is via queues.
With queues you can get an automatic distribution of parallel chats to agents, which is easier for the agents and increases productivity.
- In the ACE Admin User accounts window, specify how many chats an agent should handle in parallel to maintain an even workload.
- The agent’s chat capacity is an addition to the skill profile, to be set under Parameter concerning chat handling. See All details in the User accounts window.
The routing strives to provide chats to the agents according to the capacity of each agent. However, the agent can pick extra chats whenever he/she wants to exceed the specified capacity.
Preparing for e.g. lunch break the Pause button will pause the chat distribution.
The agent will not get new chats when busy with any other type of contact than chat.
Also see Chat in ACE Interact and Work with chats in ACE Agent.
Mix contacts from different media
If you want to work with chat in interplay with other media, there are two options:
- Work with one contact at a time. Functions even when the contacts are routed via queues. When the agent makes himself ready, no unwanted scenario can arise, since the agent has finished his work with the contact in progress, regardless of media.
- Work with several contacts at the same time. If all contacts are routed via waiting lists, the agent is given better opportunities to decide the type of contact to be handled next. When the agent makes himself ready no uncontrolled routing of contacts occurs.