Live chat and routing
Live chat and routing
Agent presence, the queue, teams, routing strategies, and transfers.
Presence and the live queueAgent presence, how chats enter the queue, reservation and accept, concurrency, and anti-cherry-pick.Teams and routingTeams, routing strategies, skill and language routing, priority, overflow, queue limits, and shift-end handling.Transfers and the supervisor consoleWarm transfers to an agent or team, supervisor escalation, and the transfer history that rides the timeline.