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Chat assignement

Discussion in 'Kayako Desktop' started by Pedro Reis, Nov 15, 2011.

  1. Pedro Reis

    Pedro Reis Established Member

    What is the criteria for assigning a chat conversation to staff ? I mean, how the incoming chat requests are routed to my staff
     
  2. Ryan Lederman

    Ryan Lederman Kayako Guru

    The system chooses an operator based on the number of chats each person is handling currently, and how long it has been since they took a chat (i.e., the person who has the least 'load' is chosen to handle a new chat first, then so on and so forth)
     
  3. Pedro Reis

    Pedro Reis Established Member

    Thanks. I presume this is not configurable...
     
  4. masterctrl1

    masterctrl1 Kayako Guru

    This is what I suggest they do in a future release of Kayako with configurable chat options:

    A - To All Operators = Visitor calls will be passed to all online operators [THIS SHOULD BE THE DEFAULT :)]
    B - Random = Visitor calls will be passed to the randomly selected operator
    C - Load Balanced Random = Visitor calls will be passed to the less loaded randomly selected operator
    D - Round-Robin = Visitor calls will be passed to the next operator, selected in a round-robin order
    E - Load Balanced Round-Robin = Visitor calls will be passed to the next less loaded operator, selected in a round-robin order. [THIS IS WHAT KAYAKO DOES NOW]

    Just adding the A option would be sufficient for our purposes.
    We would also like the KD chat alert to include city/region/local time below the name (or at least city/region).
     
  5. Gualiot22

    Gualiot22 New Member

    Hola amigo, gracias por tu contribución me ha ayudado en mi chat porno . Necesito un buen chat configurable para mi página de webcams, ya que mis clientes pasan mucho tiempo conversando. Trataré de hacer todas las configuraciones que has indicado en el hilo de la publicación
     

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