Through Mekari Qontak Omnichannel, you can set default settings for the entire account. You can do this by accessing the Settings menu. One of them is Idle Rule Settings. With this mechanism, chat rooms that cannot be serviced due to high conversation traffic can be managed. If an agent does not respond to a chat room at a certain time (specified in this setting), then the chat room will be assigned to another agent.
Following are the steps.
- Go to the Settings menu, then click Agent Management.
- On the Idle rule tab, you can check Enable idle rule to enable it. Then, enter your Idle period in minutes.
- Click “Save changes” to set these default rules.
If the agent does not respond in the specified time, the conversation system will be assigned to another agent (application of workload). If the workload capacity of all agents is full, the system will try to search for another agent 3 times (the predetermined idle period will apply to each agent search process). After three times the system does not find an agent, the chat room will not move (put on hold until the agent responds to the chat).
That's how to set Idle rule settings for Qontak Omnichannel.