Hi. We have integrated the live chat on our website. But as of now, when a customer wants to initiate a live chat they first have to select an agent, they wish to chat, and then the conversation begins. We are expanding our business and hiring more call center agents. Is there is a way to eliminate the need to select an agent for the live chat? The customer can initiate the live chat and the request goes to all available agents and whoever is available can accept this request, similar to the call center.
This is affecting our service quality because one agent is getting all the traffic for live chat and others are not. Impacting the quality of service. Extremely important.
The javascript we are using, copied from your website ask for an agent email address. Please advise how to solve this problem.