LiveAgent provides multiple ways of Chat routing and distribution. You can choose from predefined route options such as: Random Assignment, Ring to all, or Max utilization. To ensure fast and accurate communication, LiveAgent assigns Chats to Agents who’ve had previous communication with chatting customers.
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 3 other options for advanced Chat routing.
Agent priorities in chat settings
Define the number of Chats an 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.)
Chat settings in agent panel
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