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Help Desk » How-To and Helpful Info » Chat routing types: Defined Order, Round-Robin and Simultaneous
Chat routing types: Defined Order, Round-Robin and Simultaneous

When creating a department, the options for the chat routing can be:

  • Defined Order
  • Round-Robin
  • Simultaneous

 

Defined Order - This routing type will always route the chat in the same defined order, for every chat request.  The order of routing is set at:
Setup Admin -> Operators -> Assign Operator to Department

Round-Robin - For round-robin routing type, the operator who has not accepted a chat for the longest time will receive the new chat request.  For example, if there are 3 operators online (Operator A, Operator B and Operator C), if Operator A accepts a chat request, the next new incoming chat request will be routed to Operator B as the first operator that receives the chat request.  If Operator B does not accept the chat request, the request will then be routed to Operator C.  The next new incoming chat request will again route first to Operator B because Operator B still has not accepted a chat request for the longest time.  If Operator B does not accept the chat request again, the chat request will then be routed to Operator A because Operator A is the next operator that has not accepted a chat request for the longest time.  The next new incoming chat request will again route first to Operator B and if Operator B accepts the chat request, the next new incoming chat request will be routed to Operator C.

Simultaneous - All the operator receives the chat request at the same time for every new chat requests.

 

The department chat routing type can be set at:

Setup Admin -> Departments ("Routing Type" setting for each department created)

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