Managing conversation distribution (ACD)
Live Assist’s ACD algorithm routes chat requests to available agents according to their workload. The ACD algorithm takes into consideration how many chats an agent is allowed to take, i.e.,
maximum concurrency, and how many chats the agent is currently handling.
To set your account’s ACD configuration, you need to switch to Night Vision. The Night Vision mode guides you through the configuration of advanced settings in Live Assist.
To access Night Vision:
In the Web Visitors area, click the icon on the top-right corner of the page.
Once in Night Vision, Click the Edit button in Change queue options:
Choose one of the ACD modes described below:
Manual (default - Not ACD): An incoming chat notification appears simultaneously for all available agents.
Any agent can accept the chat by clicking the waiting indicator. The chat is assigned to the first agent that accepts the chat.
Auto-accept: Chats are automatically routed to the most available agent.
Advanced: Chats are routed to the most available agent, who can then manually accept the chat. If the agent has not answered the chat within a given amount of time, then the visitor is routed back to the queue to wait for the next most available agent. In addition, the status of an agent can be set to change to Away automatically after missing the chat. Once the agent’s status is set to Away, no additional chats will be sent to the agent via ACD.