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Can we use chat delay time to affect pull policy?

Accepted answer
edited Dec 30, 2015 12:41AM in Communication Channels 3 comments


The issue: During slow times, we have some chat agents who are fully allocated their allotment of chats and others who have received none. I know that chat request routing is affected by when the chat request is made, and that the algorithm does not consider how many chats an agent has available. But can I use the Delay Between Chats setting (Select this check box and enter in the associated Delay Between Chats field the number of seconds that elapse before a new chat is presented to an agent.) to make the chats allocate more evenly between the agents? If not, is there another setting that I can use?

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