Option to notify if owner/manager if no agents are logged in
Given the importance of actually having chat agents be online, it would be great if there was an option to escalate the situation to a supervisor/manager/site owner if there are no agents logged in during set "business hours". Notification ideally would be via push-notification in the app and via email.
(To take it a step further, it would be nice if there was a built in escalation path for these alerts. For example, if no agents are online during business hours immediately notify the "first-line" supervisor, if no agents are online within 15 minutes, additionally notify the manager (or "second-level" of supervisor, backup supervisor, etc), and if no agents come online in an additional 15 minutes, notify the site owner (or "third-level supervisor"). Then continue to notify these people at a certain interval (ex. every 30 minutes or every hour until an agent comes online or business hours end.)
Greg
shared this idea
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Anonymous
commented
Yes, I love this.
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mg
commented
Funny how many ideas on here don't even get a response! I was wondering the exact same thing but it doesn't seem like this is possible? I want to use your software but also worry about ensuring our chat is functional at all times and that my employees are doing what they are supposed to. How can I accomplish this without having to wait for missed chats and losing customers?