All,
I have some Web Messaging Configuration Questions from a client I'm working with, they're valid questions and I know the "offical" answer, but I'd like to understand how other solution providers have handled these scenarios. This is using the native Genesys Web Messenger widget deployment.
- Are there any time outs configured if an agent is not responding to an active chat, and can the system reallocate that chat to another agent? L&G’s concern is the agent has technical issues and cannot participate any longer, then the system should allocate the chat to another agent.
- They would like a Supervisor to be able to take over that chat. The only way a Supervisor can take over a chat is for the Agent to transfer it to them directly. Which the agent might not be able to do if they are having technical issues.
- Any time out messages sent to the customer if the customer hasn’t participated in the chat within ‘x’ amount of minutes?
Thanks in advance for reading and sharing.
Cheers,
Lee