This article explains how to route calls and chat requests based on the agent occupancy/idleness automatically using Video Service Desk.
What Is Occupancy Based Routing? #
It is very important to distribute the incoming requests equally between your agents to ensure that each agent is performing at their best.
By default, Video Service Desk auto assigns the calls based on the Agent's idle time. If a set of agents are qualified to take a call based on language, skill or location based routing, the agent who has been the least occupied will be called first by the system.
Also, if an agent is busy attending an audio or video call, new call and chat requests would automatically go to the next agent in queue. By default an agent can handle only one audio/video call and 2 parallel chat requests. It is also possible to customize the number of maximum parallel chat requests that a particular agent can handle.
This is useful because not all agents are equal performers. Star performers can handle more than 2 parallel live chat requests. On the other hand, a junior trainee might only handle 1 at a time.
Setup Steps #
There are no setup steps required for Occupancy Based Routing as it is enabled by default.
Live chat is an upcoming feature and we will update how to set maximum parallel chats per agent soon in this document.