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Chat Assignements Rules - first fill agent's sessions

Accepted answer
edited Jul 7, 2017 8:07AM in Communication Channels 2 comments




I would like to ask whether there is any out-of-the-box configuration that would enable us to route chats to the agents not based on which agent is waiting the longest time, but rather to fill one agents sessions, the go to the next one, next one etc.

Basically, what we want to achieve is to make sure that an agent is doing the maximum number of sessions (that are allowed to him) before another agent gets a chat.

So if we have Agent 1 with 3 available sessions and Agent 2 with the same, both on Available Status -  agent one needs to have 3 active sessions before Agent 2 gets any.

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