💬Conversation queue
You can view the list by selecting "Dashboard" from the menu and clicking the "Message Queue" button. After entering the list, you can immediately see the conversation status for all text channels, making it convenient for managers to review the overall situation.
Overview
When a customer or an agent sends a message through any channel, the system automatically creates a conversation. A conversation is a unit used to track and manage the dialogue between a customer and an agent. It contains the exchanged messages and a status that indicates the current progress.
Conversations can have multiple statuses, which indicate different stages or conditions of the conversation. Common conversation statuses may include "In Progress," "Assigned," and "Completed." These statuses help you track and organize conversations while giving your team clarity about the current state.
Frequently Asked Questions or Additions
A conversation does not necessarily need to be serviced and completed by a human agent.
Conversations can be handled by automated bots or self-service, providing quick and basic support in specific situations to help customers resolve issues or obtain the information they need.
When a conversation in the queue is marked with the status "bot," it does not necessarily mean that it must ultimately be handled manually by a human agent until the queue has no conversations. If the bot can meet the customer's needs and provide appropriate answers or support, the conversation can be successfully resolved with the bot's assistance. Only when human intervention is required will the conversation be further escalated to a human agent for handling.
If there are currently no agents available to take the conversation, the conversation's status will remain unchanged.
If no agents are currently online or ready, the conversation will remain in its last state.
For example, if a conversation has been assigned to the only online agent A, but agent A is not currently in a ready state and there are no other agents online, then the conversation will remain in the "Assigned" state until an agent comes online and can take over the conversation.
Dashboard order does not represent assignment order
The dashboard displays conversations in various statuses according to specific sorting rules, for example by arrival time or service start time. This is to provide an overview so you can easily view and manage conversations.
However, the actual assignment order of conversations may be influenced by multiple factors, such as agent skills, the number of services an agent is responsible for, or other preset priorities. The system will determine the assignment order based on these factors to ensure each conversation is effectively assigned to the most appropriate agent.
Skill requirements of the original channel were adjusted during assignment
If the assignment conditions are changed during the assignment process for a conversation, such as adjusting the skill requirements originally set for the channel, and the conversation has already been assigned to an agent, you must wait until the next assignment cycle (the item set in the system under "When an assigned agent does not pick up") for the conversation to be reassigned according to the new conditions to find a suitable agent.
Conversation continues waiting or has no assigned agent
When any of the following conditions are met, the current conversation must wait for an agent who meets the assignment criteria before it can be assigned:
Maximum number of assignments has reached its limit
The system is looking for appropriate agents to handle customer requests. During this process,the maximum number of concurrent assignments is determined by the number of agents who are online and ready and their remaining available service capacity. Each agent can be assigned up to 3 conversations concurrently. For example, if 5 agents are online and ready and each agent has a remaining capacity to handle 10 services, the system can assign up to 15 conversations concurrently (meaning each of the 5 agents can handle 3 conversations at the same time).
In another scenario, suppose 5 agents are online, but one agent only has capacity to handle 1 more service; then the number of assignments in progress would be 4*3+1=13. This means that when the maximum number of customer requests are already being assigned, new customer requests will not be added to the assignment queue until some existing requests are completed and space is freed up.
Queued customers have specified skill requirements
If customers are queued with specific skill requirements but the currently ready agents do not meet those requirements, those customers must wait until other agents with the required skills come online for assignment.
No agents are currently in a ready state
If no agents are currently in a ready state, the number of conversations available for assignment will be 0. In this case, all waiting customers must wait until agents come online and are ready before the system can begin assigning conversations to agents.
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