Chat allocation

For a chat channel to be successful, you need to use it to offer quick, informed customer service. This is where chat allocation can lend a helping hand.

WhosOn allows you to create chat allocation rules that ensure each chat is dealt with by the best person, in the best possible timeframe. With chat allocation, you can:

• Create chat teams based on skillsets, departments and seniority

• Define rules that ensure each chat request is routed to the most suitable agent

• Assign role-based permissions and access rights to each agent as needed

• Set agent schedules, to manage chat availability effectively across the day

• Employ the inbuilt algorithm that sends chats to the least busy agent automatically