Chat distribution problem

[darek]

Can any share experience how anyone distribute the chat between the agents. I have a problem to find many complains about this subject. We have from 4 to 5 agents on the shift and seems like incoming chat request can be routed only between 2 people. It is always the same agents unless we will flag one as the busy. It is in our case very unproductive and annoying. I understand the chat should be distributed in Round Robin between all active agents.

Thanks

[linugen]

We are experiencing the same problem, bot server and client are at 3.00.90

[Neil-UKWSD]

Hi,

That chats will always distribute to the first available operator, so if Agent 1 is always free when a chat comes in he would get the chat, if he is busy and another chat comes in it would go to Agent 2.

If Agent 1 finishes his chat first and another chat comes in it will go straight to him, only if Agent 1 and Agent 2 are on a chat will the next chat go to Agent 3 and so on.

[linugen]

This is the behaviour in v2 of the application. According to what I read in the forums, this has changed in v3 and live chats should now be distributed in a round robin manner, e.g. 1st chat goes to 1st operator, 2nd chat to the following operator, etc ... Regardless of the operator's status (free/busy)

[Neil-UKWSD]

Hi,

This is not the case, it is working as described above in v3 currently.

[linugen]

According to this post by Varun, it should be Round Robin:

http://forums.kayako.com/showpost.ph...26&postcount=7

Some users are reporting that round robin is working for them:

http://forums.kayako.com/showpost.ph...09&postcount=6

What am I missing here?