Configuring chat limits helps manage the number of notifications an agent receives based on their workload.
To set chat limits, go to the Chat dashboard, select Settings > Routing, and turn on Chat Limit. You can choose between Account limits, which apply to all agents, or Agent limits, which are set individually. This feature ensures agents aren't overwhelmed by too many requests at once, allowing them to focus on providing quality service.
To set up notification routing for live chat in Zendesk, you need to access the Chat dashboard. From there, navigate to Settings > Routing, and in the Chat Routing section, select your preferred notification routing method. You can choose between…
Broadcast and Assigned are two different methods for routing notifications in Zendesk Chat. With Broadcast routing, all agents are notified of every incoming chat request, and an agent must click 'Serve Request' to start handling it. This is the…
Assigned notification routing in Zendesk ensures that chat requests are distributed fairly among agents. When using Assigned routing, requests are first assigned to the agent with the fewest ongoing conversations. If there's a tie, the request goes…
Hybrid Assignment Mode allows agents to voluntarily take on more requests after reaching their chat limit. To enable this feature, go to Settings > Routing in the Chat dashboard, and select the 'Allow Hybrid Assignment' checkbox. This setting is…
The Reassignment setting ensures that chat requests are not left unattended if an agent doesn't respond in time. When enabled, a reassignment timeout period is set for each incoming chat request. If the initially assigned agent doesn't respond…
Zendesk Analytics provides insights into live chat routing data through key statistics. You can track 'Acceptance', which is the percentage of assigned chats served by agents, and 'Capacity', which estimates the number of chats that can be handled…