Allow Agents to Manually Pull Live Chats from the Queue

Administrators can choose between two different distribution methods to automatically assign live chats to agents. If the company operates in such a way that agents should not be automatically assigned live chats, System Administrators should choose the cherry-picking distribution method. This will allow agents to manually pick live chats from the queue.

Applies to SmarterTrack 11.x-12.x

Allowing Agents to Manually Choose Live Chats from the Queue

Follow these steps to change the live chat distribution method so agents can manually pick live chats from the queue:

  1. Log in to the SmarterTrack management interface as an Administrator.
  2. Click the Settings icon.
  3. Expand the Configuration folder and Live Chat folder.
  4. Click the Options tab.
  5. Un-check Distribute chats via Round Robin.
  6. Click Save.

Manually Pulling Live Chats from the Queue

If the Administrator set the live chat distribution method to cherry picking from the queue, you will need to manually pull live chats from the queue by doing the following:

  1. Log in to the SmarterTrack management interface as an Agent.
  2. Click the Live Chats icon.
  3. Click Queue in the navigation pane.
  4. Select the live chat that you want to work on.
  5. Click Take in the content pane toolbar. The selected live chat will be assigned to you.

 

Applies to SmarterTrack 7.x - 10.x

Allowing Agents to Manually Choose Live Chats from the Queue

Follow these steps to change the live chat distribution method so agents can manually pick live chats from the queue:

  1. Log in to the SmarterTrack management interface as an Administrator.
  2. Click the Settings icon.
  3. Expand the System Settings folder and Live Chat folders.
  4. Click Live Chat Settings in the navigation pane.
  5. Click the Options tab.
  6. Un-check Distribute chats via Round Robin.
  7. Click Save.

Manually Pulling Live Chats from the Queue

If the administrator set the live chat distribution method to cherry picking from the queue will need to manually pull live chats from the queue by doing the following:

  1. Log in to the SmarterTrack management interface as an Agent.
  2. Click the Live Chats icon.
  3. Click Queue in the navigation pane.
  4. Select the live chat that you want to work on.
  5. Click Take in the content pane toolbar. The selected live chat will be assigned to you.

 

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