Setting up the waiting queue by competency

This section will allow you to configure the waiting queue specific to each configured competency. To configure the waiting queue for all operators, please refer to that section.

Competencies

To ensure the proper functioning of the Livechat queue, one or more skills are necessary to enable its proper configuration.

1. Access the BMS, then go to Preferences > Livechat Settings > Competencies.

1. Click on the Add button in the Operator Competencies section.

1. Enter the name of the competency, then save the changes.

The priority of a competency determines the order in which conversations are assigned when the Livechat is not based on specific competencies but on the overall available operators.

The competency with the highest priority will be called first. If no operators with that competency are available, the competency with the second highest priority will be used, and so on.

1. Add the desired operators in the Competency Configuration section to assign them to one or more specific competencies.

The "Translated" checkbox in operator competencies indicates that a competency is available in multiple languages.

For example, when creating a competency in a specific language space, such as French, it will appear as untranslated in other language spaces until a version in the corresponding language has been created or adapted.

Once the competencies are created, it is now necessary to configure the queue.

Waiting queue

In this section, it will be possible to configure the capabilities of the waiting queues based on the defined competencies.

1. Go to Preferences > Livechat Settings > Waiting Queues.

1. Go to the Waiting Queue Capacity Configuration for a competency section. There, you can adjust the capacity of the waiting queue for the selected competency.

2. Select the competency to modify, then adjust the queue capacity value accordingly.

1. Click on Update

2. We can now see in the Queue Capacity by Competency section that the value has been updated for the modified competency.

The queue is now set up for the competencies. However, it is essential to configure the operators' capacity to ensure optimal operation.

Operator capacity

Operators' capacity refers to the number of conversations an operator can handle simultaneously. When a queue is set up on your bot, any excess conversations will be directed to this queue until an operator becomes available to handle them.

For example, if an operator has a capacity of 2, they can handle 2 conversations simultaneously. If a third conversation arises, it will be placed in the queue until an operator becomes available to take it on.