Set Up the Live Chat Distribution Method

This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

SmarterTrack allows System Administrators to choose the live chat distribution method for any Agent with live chat enabled. Distribution methods for live chat include Round Robin or Pull from Queue, also known as "cherry picking".

Follow these steps to set up the live chat distribution method for all Agents:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Select the Menu dropdown, then click the Settings icon.
  3. Under the Configuration header, click Live Chat.
  4. Click the Options tab.
  5. Check the box next to "Distribute chats via Round Robin". NOTE: If this setting is not enabled live chats will go to the Queue. All agents will need to manually pull chats as they come.
  6. Click Save.
Live chat distribution is an "all or nothing" thing. That is, with Round Robin enabled, all Agents who accept live chats will do so in a Round Robin method.
For more information, refer to the Live Chat Distribution Methods page of the SmarterTrack Online Help.

 

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