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Support/Live Chat/Requirements: Difference between revisions
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'''All questions that make it through the chat ask-a-question process must be added to a queue, so we can answer older ones first.''' | '''All questions that make it through the chat ask-a-question process must be added to a queue, so we can answer older ones first.''' | ||
*'''The maximum number that can be in the queue is set by the sum of all agents' chat limit''' | *'''The maximum number that can be in the queue is set by the sum of all agents' chat limit''' | ||
* | *The entire queue should be displayed on the chat dashboard (P3 requirement) | ||
*'''Offers from the top of the queue should be offered to available agents with chats below their limit. The agent must have an exclusive period of time (20-30sec) during the offer where only he/she can take that chat.''' | *'''Offers from the top of the queue should be offered to available agents with chats below their limit. The agent must have an exclusive period of time (20-30sec) during the offer where only he/she can take that chat.''' | ||
*'''Questions in the queue for more than X minutes should time out, and the user should be informed that we regrettably couldn't chat with them.''' | *'''Questions in the queue for more than X minutes should time out, and the user should be informed that we regrettably couldn't chat with them.''' | ||