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Topics#Customer ServiceTamilselvi Abbuekambaram's Question
Tamilselvi Abbuekambaram (MTX Group Inc) asked in #Customer Service
Nov 1, 2019, 9:54 PM

Lightning omni-channel

Does anyone know if there is a way to push chat item to agents in omni ignoring the capacity? We are using lightning omni-channel to route chat as well as non-chat work items with the capacity of 5. We don't get chat work items frequently. We have configured higher priority for chat than non-chat work items. We have high volumn of non-chat cases. Most of the time, agents are at their full capacity with non-chat work items. The moment chat comes in, we need to push chat work item to agents. Since agents are at full capacity with non-chat, we are unable to push chat items to agents. We are using a common presence status for both chat and non-chat. Is there any way we can push chat ignoring the capacity without introducing separate presence status and making agents manually switch to 'chat only' presence status? Any help is appreciated!
1 answer
  1. Chiel de Graaf (New10)
    Nov 4, 2019, 9:37 AM
    Have you tried using your capacity settings?

     

    If you assign your work-items with a specific capacity so that if they are at full capacity you still have let's say 0.5 left on the total capacity. Give chat 0.5 capacity and omni should push chats immediately.
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