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Forward Chat to Group with Load Balanced

forward group load balanced transfer

5 replies to this topic

#1 Julissa

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Posted 20 June 2018 - 03:19 PM

Hi,

The forwarding functionality should allow forwarding Chat to a department without having to select the destination operator, so that the chat is assigned in a balanced way to a single operator of the target group automatically.

The option is very necessary since the option "Load balanced" does not make sense if the operators pass the chats to an operator and not to a group so that all the equipment works in a balanced way and it is not the responsibility of the operator to determine who should work more or not.

Please enable Forward Chat to Group Optionally with Load Balanced.

#2 Patrick Keil

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Posted 21 June 2018 - 10:23 AM

Hi Julissa,

Thanks for your thoughts.

I think it would be good to sort operators by the number of active chats in ascending order. The less loaded operator would be in first position and preselected.

Would that work for you?

Cheers

#3 Julissa

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Posted 04 July 2018 - 07:30 PM

Hi,

1. It is important that the administrator can block the permission that an operator can chat to another operator directly, and only be allowed to pass the chat to another department (example: support or sales), and livezilla is responsible for passing the chat to the first available operator with less amount of chat from that group.

2. It would be good if the list of operators of the target group was ordered ascending according to the number of chats of each one and that the first operator with least chat was preselected.

Please help,

Thanks,

#4 Patrick Keil

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Posted 05 July 2018 - 07:29 AM

Hi,

We will sort the operators by amount of chats from the major update.

You can disable operator to operator chats here:

LiveZilla User Management -> Groups -> Details

Cheers.

#5 Julissa

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Posted 05 July 2018 - 01:23 PM

Hi,

Please see the following example to understand my application:


A. I have 2 groups or departments:

- Support
- Sales


B. I have 3 operators:

- Jhon (Sales)
- Anna (Support)
- Carlos (Support)

C. Jhon (Sales) is in love with Anna (Support). Also Jhon (Sales) has an enmity with Carlos (Support).

D. A new customer enters the sales chat and speaks with Jhon (Sales), and then the customer asks Jhon (Sales) to be transferred to technical support. Then, Jhon (Sales), selects the option to transfer the chat, and livezilla shows him Jhon (Sales) the following options:

- Support
---- Anna (1 chat)
---- Carlos (5 chats)


D. Jhon (Sales) then transfers the chat to Carlos (support), simply for what he hates and also because Jhon (Sales) loves Anna (support) and does not want to add workload to Anna (support).


E. The customer unfortunately can not be attended to correctly due to the load of the assigned operator, and additionally the work equipment does not have a balanced load.


This type of transfer should have the option of automatic to the destination department, and not to the free choice of the operator.


In the administration of Livezilla should have option called:

* Do not allow to transfer chats directly to an operator of a different group. Only allow transfer chats directly a different group with load balanced.

Please help,


Thanks.

#6 Patrick Keil

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Posted 06 July 2018 - 11:00 AM

Thanks for the clarification.

We will add a "Can select target operator" permission.

Without that permision, the less loaded operator must be chosen.





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