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What happens when Chats are transferred in Live Agent?

Knowledge Article Number 000214080
Description Sometimes, it may seem that when using Live Agent, certain Agents/Reps are receiving or accepting Chats over the maximum of their Chat Capacity that has been set.
Resolution There are different transfer options:
  • Transfer to agent,
  • Transfer to skill
  • Transfer to button
All three of these options behave differently, and will produce different results.

1) "Transfer to Agent" is a request from one agent to a specific agent, i.e. agent A is chatting with the customer and wants to transfer the chat to agent B.

2) "Transfer to Skill" is a request from one agent to an agent with a particular skill, i.e. agent A with the "technical support" skill is chatting with the customer and wants to transfer the chat to an agent B with the "billing specialist" skill.

3) "Transfer to Button" is a request to transfer the chat to a another button, i.e. a Queue. For example, agent A is chatting with a customer and needs to transfer the customer to a different button/queue - for example, if it needs to go a another team. Maybe the chat started in a sales queue and now needs to go to a service queue. 

Conceptually, users can also think of chats as being "new" (i.e. a new chat that needs an agent to handle it) and "transfers" (i.e. the chat was accepted by an agent and has been transferred to another agent, through any of the methods above).

For example: 

Each agent has a configured capacity for concurrent chats, such as 4. 

When chats are transferred directly to an agent or to a skill, these transferred chats are allowed to exceed capacity. This is done to give priority to decisions made by agents when trying to get the customer to another suitable agent. The idea is to try to ensure that customer's interaction and issue gets resolved most expediently. So again, let's say the agent has a capacity of 4 and is currently handling 4. If they get a transfer request (either directly to a skill they're a part of), they can accept the chat and "exceed" the capacity.

When chats are transferred to a Queue, however, they are treated like new chats, i.e. the platform looks for available agents with capacity to the chat. Chats in queue/waiting for assignment, will be routed to the next available Agent based on the Chat's age. The oldest (first created) Chat will be routed first, whether it's an initial request or a chat transfer. Back to the example above, let's say the agent has a capacity of 4 and is currently handling 4. If chats are transferred to a button this agent can handle, the agent will not receive the chat requests (either new ones waiting to reach an agent or transfers waiting for an agent) until he has capacity.

Further, whether agents accept "new" or "transferred" chats, those chats count towards the agents capacity. So any chats routed from buttons/queues will always respect the agent's capacity limit.




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