Due to the availability of agents, users have to join a queue and wait to be attended to. This forms the Queued Chats channel in the Live Chat dashboard.
How is this useful?
Separating queued chats from on-going chats allows agents to handle multiple chats at a time.
How does this work?
- In the Queue tab of the dashboard, the queue of users waiting to be attended to is shown in the left column.
- A desktop notification as well as notification badge will appear when a user joins the live chat queue to alert all agents.
- Queued chats are classified two ways:
On-Going Chats – Chats that the agent has joined and is attending to
All Other Chats (Queued chats) – Chats that are waiting for an agent to start conversation (inactive).