Define how many Tickets , Chats and, Phone calls your Agents handle. Some can manage more, some manage less. The automated ticket distribution system makes sure your Agents always have their optimal load.
Automatically rotate phone duty, set pause times for your Agents and let them rest when needed. Our automated Ticket distribution is one of a kind.
In LiveAgent, Admins can allow agents to work only in specific departments. They can also define if Agents will have the ability to change their department status (Tickets, Chats, Calls – On/Off) on their own.
There is also an option to choose if Agents will be able to answer tickets from the “All tickets” list or if they will be able to answer tickets from the “To solve” button only.
To solve button makes sure that no tickets are skipped and agents answer tickets that are sorted by priority or SLAs.
Admin or Agent (if allowed) can turn on/off solving/receiving:
If solving tickets is turned on, the “To solve” button (next to your profile name and picture) will be automatically shown with the number of tickets that are waiting to be answered by the Agent.
Moreover, the Admin can decide that the “To solve” button should show the most important tickets that have to be solved as soon as possible. They can be sorted in order by specifying the ticket priorities, time, SLAs.
To ensure fast and accurate communication, LiveAgent assigns Chats to Agents who’ve had previous communication with chatting customers. Besides random assignment, there are also 4 other options for advanced chat routing.
Agents have the option to route incoming calls to a personal device, such as a mobile phone. This allows agents to keep providing customer support on the go, or on the device of their choice.
Define number of Chats that each Agent can handle.
Setup lower or higher chatting priority for a specific Agent. New Chats will be routed to Agents with the highest priority (1 – highest, 100 – lowest.)
Add or remove an Agent to/from Departments. Additionally, you can define which type of service the Agent will provide in that Department.
There are 2 options for phone routing:
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