Understanding Reassignment in Zendesk Chat
What is the purpose of the Reassignment setting in Zendesk Chat?
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 before the timeout, the request is reassigned to the next available agent. This feature helps maintain efficient customer service by ensuring that requests are promptly addressed.
More related questions
How do I set up notification routing for live chat in Zendesk?
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…
What are the differences between Broadcast and Assigned routing in Zendesk Chat?
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…
How can I configure chat limits for agents in Zendesk?
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,…
What is the Assigned notification routing behavior in Zendesk?
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…
How do I enable Hybrid Assignment Mode in Zendesk Chat?
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…
How can I monitor live chat routing data in Zendesk Analytics?
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…
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