About Blocking Visitors
Chat Block Visitors
In some instances, it may be necessary for agents to block chat customers, such as spambots or abusive customers. Administrators at the partition level can enable this ability for agents, as well as configure the length and criteria of the ban. Once enabled, agents and supervisors can block such customers from the Advisor Desktop for a defined period of time.
IP Based Customer Throttling
The IP Based Customer Throttling tracks the number of chat activities initiated from each IP address to inhibit the Denial-of-Service attacks. The IP address of customers or spambots, who are creating chats with an intent to flood the queue with irrelevant chat requests, are blocked once they reach the configured number of chats that can be created within 60 minutes. This prevents the delay of service to genuine customers who are trying to reach the agents.
When the IP based customer throttling setting is enabled, the administrator can configure the number of chats that can be initiated using the same IP address in an hour. For instance, if users enable this setting and allow four chats per hour, not more than four chats can be initiated from an IP address in an hour. If a customer with an IP address, say 222.111.22.11 tries to initiate the fifth chat within an hour, the IP address will be blocked for the remaining duration. However, as soon as the 60 minutes have elapsed, the customer with the IP address 222.111.22.11 can initiate a new chat session. However, if the customer with the same IP address exceeds the configured limit again, they are prevented from creating more chat sessions for 60 minutes once more. In this way, agents can dedicate their time to the requests of genuine customers, thereby enhancing their efficiency and improving customer satisfaction.
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