Our support center has historically assigned people to solely work on chats or emails within a shift. Due to high volume of live messenger chats, an agent may be helping 4 people at once.
Currently we are struggling to figure out how to assign people a round robin assignment in Chat only. It seems if they select they are “available” to take live messenger chats, it will also assign them to answer emails and vice versa.
I propose a feature be added where a person can be “available” for assignment in the messenger inbox but not “available” for round robin assignment in the email inbox. A chatter should not have to worry about emails also getting assigned to them at the same time, because they’ll never get to it.
Make each inbox have availability options so a person does not have to get added and removed from every inbox, every day.
