| Round Robin Changes -
05-12-2006, 12:00 PM
One of the gripes with the current Live Support functionality was the way the system currently handles Round Robin requests. Basically, it would simply poll the chat request to the least occupied and last added staff user. This resulted in one staff member getting majority of chat requests.
In the latest CVS build we have completely revamped the system and added a nice little algorithm in place which should fix this. The new algorithm groups the staff users based on the number of chat requests they are handling and the number they have handled in recent past (last 10 chats) and then shuffles out a staff from the least occupied group.
Give it a whirl! We bet you will like this improvement.
Varun Shoor (varun.shoor ]at[ kayako.com)
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Last edited by Jamie Edwards : 18-05-2007 at 03:41 PM.
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