Manage Automated Chat Distribution

The Automated Chat Distribution (ACD) functionality in Live Assist 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.

Anthology Digital Assistant version 1.0 supports the Auto-accept mode in ACD. It requires an available agent to respond.

1. In Anthology Reach, select Live Assist> Administration Portal.

   

2. Log in to Live Assist Admin Center.

3. Navigate to Links > Engagement Portal.

   

4. On the Web Visitors page, click the Night Vision icon.

   

5. Agent state, Agent Workspace, and Change queue options are displayed. Click the Edit button to Change queue options.

   

6. In Anthology Digital Assistant version 1.0, select the Auto-accept mode option. It requires an available agent to respond.

   With this option, if an agent is online, the chat is immediately assigned to an agent. The agent will not have an option to ignore the chat. The agent will need to complete the chat, open a case for the chat, and end the chat.

   

   Example:

   A user chats with Renee and asks to be transferred to an agent.	The chat is auto-assigned to the agent who is online at the time.	Live Assist notifies the agent. The agent responds to the chat.
   The agent sets his/her status to "Away". See Manage Automated Chat Distribution.	A new chat user asks for an agent. No agent is available.	Renee escalates the case and forwards the chat transcript to a support agent.