Queue
When the queue is activated via Settings > Miscellaneous > Queue,
users enter into a queue automatically
when an agent's chat limit is reached.
When a user enters the queue, a message
with the current position in the queue and the estimated waiting time is
displayed.
ChatBot automatically assigns the
conversations to all available agents proportionately.
When an agent marks a conversation as
completed (by archiving it), the queue is updated and a new conversation
is received.
More information
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Only online agents are counted as "available" agents.
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Only online agents will receive new conversations.
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Admins are not included; admins always see all the conversations.
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Agents must archive a conversation
to mark it as completed; this will automatically give them access to the
next conversation in the queue.
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Agents can switch their status
between online and offline by hovering over their profile image and then
clicking the label of the profile pop-up at the bottom-left of the
admin area.
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Agents can only view their
conversations; however, they can see all of the conversations of a
single user.
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Agents can only search and filter their conversations.
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The waiting time is displayed in
minutes and is calculated as follows: queue position X response time =
waiting time. For example, if a user is 5th in the queue, and the
response time has been set to 4 minutes (via Settings > Miscellaneous
> Queue), then the total wait time displayed to the user will be 20
minutes.
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If a user is in the queue and leaves
(e.g. by closing the browser) for more than 1 minute, the conversation
is saved;
however, once the user comes back,
the queue is reset and the user will lose their previous position.
If the user leaves, the conversation
remains unassigned and therefore invisible to agents, but only visible
to admins.
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To enable agents to view all unassigned conversations, activate Settings > Miscellaneous > Hide conversations of other agents and View unassigned conversations.
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The queue is compatible with the departments.
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If Dialogflow human takeover is active, the queue is activated only on human takeover.
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For conversations started from
messaging apps like WhatsApp, it is not possible to respect the limit of
conversations per agent, all conversations will be immediately and
proportionally assigned to an agent.
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Use the offline message to prevent the chat from showing the queue update message to the user.
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When the sound option is active, a sound is played when it's the user's turn.
How to test the queue
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To simulate multiple users and
agents, open the chat in multiple different browsers (e.g. Opera,
Firefox, Brave, Chrome, etc.). Each browser can simulate two
users/agents: one in normal mode and one in "private" or "incognito"
mode.
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To reset the chat and start a new user session, open the browser console, enter SBF.reset(), and press ENTER.