What we found is the “Longest Wait Time” is a calculation of all the time spent in queue, prior to the agent receiving the chat and the amount of queue time in the queue, but also all the time the visitor was chatting with the agent prior to the transfer. So in other words, it’s the total amount of time since the visitor initiated the chat.
In what order are chats delivered? Is it by the “Longest Wait Time” or the first chat to enter the queue? For example, Chat A has been chatting with the agent for 20 minutes, while Chat B has been in the queue with a “Longest Wait Time” of 5 minutes. Chat A is then transferred. As described above, the “Longest Wait Time”, now becomes 20+ minutes due to Chat A. When the next available agent becomes available, which chat will be delivered, Chat A or Chat B; Chat B which was placed in the queue first or Chat A which has the “Longest Wait Time”?
2 respostas
Hi Mohammad,
Transferred chats are treated as new chats and are routed based on the chat's age. You may find more information on the article below:
https://help.salesforce.com/articleView?id=000214080&type=1
Hope this helps!
