Automatically Allocating Clients to Agents

Live Chat allows your helpdesk agents to accept client live chat requests automatically. Once a client initiates a live chat request, DRUID automatically connects them to an available helpdesk agent. Available agents are logged-in agents who did not reach the concurrent chat limit and did not request a break.

Benefits

Maximizes the call center productivity by spreading the work evenly across your call center team, ensuring equal workload for all your agents
Reduces the clients wait time, which helps reduce queue abandonment.

Concurrent Chat Limit

To configure the maximum number of chat conversations above which DRUID platform will not automatically connect waiting clients to agents, you should take into consideration the following aspects:

You have only the generic queue, there are no queues defined. To configure the maximum number of chat conversations above which DRUID platform will not automatically connect waiting clients to agents, go to the bot details, click the Live Chat section header and in the to Max number of sessions for automatic allocation field, type the desired value. The default value is 0, which means that automatic allocation is disabled.

You have queues defined. In this case, the Max number of sessions for automatic allocation settings no longer appears on the bot details page; the Has automatic allocation setting appears in the Live Chat section and it is disabled and non-editable.

Note: Setting the maximum number of sessions for automatic allocation on a queue level is available in DRUID 5.17 and higher. For backwards compatibility, if you have bots with multiple queues defined and automatic allocation was set on the bot, the Has automatic allocation setting displays in the bot details and it is disabled and non-editable. You have to set up the Max number of sessions for automatic allocation per queue.

Set the Max number of sessions for automatic allocation per queue.

After you set the Max number of sessions for automatic allocation for a queue / more queues, the Has automatic allocation setting in the bot details page is automatically enabled.

If the Max number of sessions for automatic allocation is set on queues, DRUID takes into consideration the minimum value of the setting on queue level when automatically allocating clients to agents.

Note: The maximum concurrent chat supported for one agent is 5. You can modify this limit only in external agent pages.

Important! If Max number of active sessions is set on both bot level and queue level, DRUID takes into consideration the minimum value when automatically allocating clients to agents. If an agent is allocated to multiple queues with different maximum active sessions set, DRUID takes into consideration the smallest value of them. E.g., Queue A has the Max number of active sessions set to 2 and Queue B has the Max number of active sessions set to 3. The Max number of active sessions on the bot level is set to 4. If an agent is allocated to both Queue A and Queue 2, the agent will be automatically allocated maximum 2 sessions in parallel for both queues; for Queue B having the possibility to manually take 2 more clients (to reach the maximum number of active sessions set on Queue B).

If you want to place live chat calls to a specific waiting queue and automatically allocate clients to agents, you can do so by editing the live-chat-connect-to-agent flow. Add an action step and in the Pre / PostActions section, add the internal action ConnectToHelpdeskAgent, enter the queue code (not the queue name) and add the following additional parameter: "AutomaticAllocation" : true (in JSON format).

For example:

Copy

Example - Automatic allocation to [[MyEntity]].CodeOfTheQueue

{
    "QueueCode" : "[[MyEntity]].CodeOfTheQueue",
    "AutomaticAllocation" : true
}

Note: For backwards compatibility, you can put clients in a specific waiting queue by specifying the queue code either from a DRUID entity field ( [[<Entity>]].<QueueCodefield>), or a DRUID local variable (@queue_code) or directly as a string (e.g., "Loans").

When transferring clients to another queue, you can automatically allocate clients to agents. To do so, add the following additional parameter to internal action TransferHelpdeskCall: "AutomaticAllocation" : true (in JSON format)

For example:

Copy

Example - Automatic allocation to [[MyEntity]].CodeOfTheQueue

{
    "QueueCode" : "[[MyEntity]].CodeOfTheQueue",
    "AutomaticAllocation" : true
}

Note: For backwards compatibility, you can transfer clients to a queue by specifying the queue code either from a DRUID entity field ( [[<Entity>]].<QueueCodefield>), or a DRUID local variable (@queue_code) or directly as a string (e.g., "Loans").

Chat Allocation Rules

DRUID will automatically allocate clients entering in a waiting queue to an agent, following these rules:

Allocate client to an agent who is free (has zero ongoing live conversations).
If no agent is free, allocate the client to an agent who has not reach out the concurrent chat limit following these criteria:
- Allocate client to the agent who has the least number of connected clients.
- Allocate client to an agent based on the time of the last connection with a client in ascending order.
If all agents are busy (have reach out the concurrent chat limit), during break or have requested a break, the client remains in the waiting queue and will be allocated to the first available agent.

Important! If there are clients waiting in the queue and the working hours of that queue is reached out (clients waiting in the queue outside working hours), DRUID will stop automatically allocating clients to agents in that queue giving the agents the option to choose if they want to take further live chat calls outside the working hours.

Note: For Multichat, DRUID searches available agents defined on the specific queue where the client was initially placed. DRUID will not automatically transfer the client to another queue.

For information on how to enable the Break functionality, see Live Chat With Multiple Queues, Step 6.