how does round robin decide which operator to try first?

[Rodney B]

I asked this question in another thread, but it didn't get answered (maybe overlooked).

"How does the round robin determine which operator to try first for a chat request?"

It seems like the software picks just one operator all day and they keep getting all the chat requests unless they don't pick up.

Shouldn't it do it randomly, or in order or something? Is there a way to change it?

[supportskins]

I suggest you contact Kayako Support from the Members Area at https://members.kayako.net who in turn will forward your query to the developers.

[Rodney B]

Originally Posted by supportskins

I suggest you contact Kayako Support from the Members Area at https://members.kayako.net who in turn will forward your query to the developers.

Thanks, I ended up doing that.

As a note for anybody else that just purchased the software and may be confused, the support tickets are the best way to get help.

There are some answers that can be found in the forum, but use the support you paid for They are very good at answering tickets.

[craigbrass]

Well in my opinion, for software, live support should only be used for sales and to chase up existing tickets because of more complex issues that can be passed to higher level techs to deal with when they have the oppertunity.

[Jamie Edwards]

Originally Posted by craigbrass

Well in my opinion, for software, live support should only be used for sales and to chase up existing tickets because of more complex issues that can be passed to higher level techs to deal with when they have the oppertunity.

I agree entirely.

[Rodney B]

Originally Posted by craigbrass

Well in my opinion, for software, live support should only be used for sales and to chase up existing tickets because of more complex issues that can be passed to higher level techs to deal with when they have the oppertunity.

Not sure how this relates to my issue?

[craigbrass]

I suggest you contact Kayako Support from the Members Area at https://members.kayako.net who in turn will forward your query to the developers.

Would be best to do as Hiren said.

[Rodney B]

Originally Posted by craigbrass

Would be best to do as Hiren said.

Did you read above where I already said I contacted them?

I was just wondering how your comment above about live support should only be used for sales and to chase up existing tickets had to do with this particular thread?

Originally Posted by craigbrass

Well in my opinion, for software, live support should only be used for sales and to chase up existing tickets because of more complex issues that can be passed to higher level techs to deal with when they have the oppertunity.

[craigbrass]

Ah right, nothing. Just adding to what was said about tickets.

I would like to see the ability to say how users are chosen for live help and "weights" added to different users to say if they get more queries than other users in V4. Something like that anyway. Will have a think and post in feature requests.

[supportskins]

I was just wondering how your comment above about live support should only be used for sales and to chase up existing tickets had to do with this particular thread?

I am sure Craig has no intensions on hijacking your thread. He was just sharing his thoughts which indeed have nothing to do with your thread.

[Jamie Edwards]

@supportskins; Rodney was not accusing Craig of thread hijacking.

@Rodney; I believe Craig misunderstood your query.

@Craig; make sure your reply is relative/worthwhile to the thread before hitting Post.

Thanks

[Rodney B]

Thanks Jamie and supportskins, I just wanted to make sure I wasn't missing anything

I didn't think craig was trying to hijack the thread or anything, but when I saw his post about live chat for sales and then Jamie responded that he completely agreed, I thought I might have misunderstood something or maybe somebody misunderstood my response.

It's all good now No harm no foul

[twhiting9275]

Thanks, I ended up doing that.

Just out of curiosity, what was their response? It might actually be good to put that here (unless some super-secret code was given over the helpdesk, heh) so that if someone does have the same question, they can find the answer here, and not pester the support staff . Less load on support staff means more productivity on tickets which are higher priority.

[handsonweb]

Yeah, I was surprised that after all that, no information was posted on how it was determinated.

I'd love to know the answer myself.

[Jamie Edwards]

http://support.kayako.com/index.php?...barticleid=240

When a customer requests a chat, the chat will be routed to a staff user. If this staff user does not accept the chat within a specified period of time, the chat will then be routed to another chat user and so on - until the 'Round-robin Retry' number has been exceeded. Both the retry number and the 'wait' time can be changed in the administrator control panel under Settings -> Live Support.

The round robin system groups staff according to their chat load at the time.

For example;

John - handling 2 chats
Lisa - handling 2 chats
Roger - handling 1 chat
Neha - handling 0 chats

Neha will be the first staff 'tried'. If Neha does not accept the chat, Roger or the staff with the least chats at the time will then be tried. If Neha does accept the chat and another chat request comes in:

John - handling 2 chats
Lisa - handling 2 chats
Roger - handling 1 chat
Neha - handling 1 chats

A random staff user out of Roger and Neha will be chosen.