Chat distribution

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.

Chat Routing & Agent Priorities

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.

Chat settingsChat settings

  • Random Assignment - New Chats will be assigned randomly to one of the Agents available for Chat. This strategy helps you to, on average over time, assign the same amount of Chats to each your Agent.
  • Average Utilization - New Chats will be assigned to the Agent with lowest number of running Chats to keep the same utilization of all available Agents. This strategy helps you to load balance number of concurrent Chats between all available Agents.
  • Max Utilization - New Chats will be assigned to an Agent with the highest number of running Chats to keep utilization at maximum. Once the Agent has no free chat slots, a new chat request will be routed to next available Agent. This strategy helps you to maximize load for chatting Agents and let other Agents work on offline Tickets.
  • Ring-to-all - New Chat will notify all Agents available for chat until one of them answers.
  • Priorities - Incoming Chat will be assigned to an online Agent with free Chat slots and with the highest priority (lowest number).

Max chat load

Define the number of Chats an Agent can handle

Chatting Priority of Agent

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.)

Agent settingsAgent settings

Knowledgebase resources

Learn how to setup Chats

Ready to take the next step?

Do it before your competition does. It's free for the first 14 days!

Get Started
Contact us

support@ladesk.com

+1-888-659-6550(Toll Free in USA & Canada)

+421 2 33 456 826(European Union & Worldwide)

Quality Unit, LLC 616 Corporate Way, Suite 2-3278 Valley Cottage, NY 10989

Stay in touch
Blog Google+
© 2004-2017 QualityUnit.com, All rights reserved