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Idea

    Users who Agent Decline a Chat are first in queue for next...
    Idea posted February 16, 2017 by Peter TaylorJourneyer, tagged Chat, System Admin and Configuration 
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    Title:
    Users who Agent Decline a Chat are first in queue for next Chat
    User Story / Description:

    Currently in RightNow, when a given chat incident is being sent round, Agents have the option to manually decline a chat before a timeout finishes

    When this is done, not only does the chat get moved on to the next available agent, but the decline agent is removed for the round robin for that chat session.

    We think that it would an idea to have the option that if a chat is manually declined, those who decline are automatically picked as the first choice when a new chat instance takes place, before moving on to normal round-robining.

    This has the benefit of meaning those who decline a chat more likely to take a future chat and so help make sure chats are handled equally by all staff dealing with chats.