How to use automatic chats assignment
Overview
Resayil's automatic chat assignment feature helps manage incoming chat requests by distributing them efficiently among available agents. This prevents overloading individual team members and ensures prompt, efficient handling of customer inquiries.
Note: Only Administrator and Supervisor users can view and edit automatic chat assignment configuration.
How Automatic Chat Assignment Works
The system distributes incoming chat requests based on agent workload and availability. When a new chat arrives, it automatically assigns to the agent with the fewest active conversations. If all agents have equal active chats, the system routes to the agent who has been idle the longest.
Key Benefits
- Balances workload distribution among team members
- Prevents individual agent overload
- Improves customer service response times
- Ensures efficient chat request handling