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Handle Chat Overflow

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edited Mar 16, 2016 4:12PM in Communication Channels 3 comments

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Hi,

Could someone help me with Chat Overflow scenario.

Case 1: When All Agents are busy, the new Chat request should be placed in an Overflow queue. How can this be achieved?

Case 2: When no Agents are available, the new chat request should get into After Hours Flow creating a new incident.

 

 

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