Setting up the waiting queue

This section will allow you to configure the general waiting queue for all Livechat operators. To configure the waiting queue specifically by competency, please refer to that section.

Capacity

You can modify the general capacity of operators from the Livechat settings. To do this :

1. Go to Preferences > Livechat Settings > General.

2. Go to the Capacity section.

In this section, two parameters are available:

• Number of conversations per operator: Defines the number of conversations an operator can handle simultaneously (up to 10).

• Additional capacity per operator: Defines the number of conversations the operator can have in the waiting queue. Conversations in the queue will not be handled until the operator has finished an ongoing conversation.

As you might have guessed, to configure the waiting queue, it is necessary to adjust the second parameter. Once this is done, the waiting queue will be in place for all your operators. If the waiting queue reaches its maximum capacity, the user will receive the response configured in the failure branch of your Livechat escalation knowledge base.

In the example above, the configured parameter indicates that the operator can handle two conversations simultaneously and will have four additional conversations placed in the waiting queue. Each time the operator finishes a conversation, the first conversation in the waiting queue will appear on their desk.

The "Number of conversations per operator" parameter is not prioritized over the parameter configured in "Operator Capacity".

For example, if the "Number of conversations per operator" parameter is set to 1 and an operator has a capacity of 2 in "Operator Capacity", then that operator will be able to handle 2 simultaneous conversations.