Configuring Maximum Queue Depth for Chats

You can define the number of chats or video chats that can wait in a queue. After the queue depth reaches the defined number, a More Help Options page is displayed to the customer notifying that all the agents are busy. On this page, you can configure links for other support channels, like email, phone, etc.

Also note that automatic chat offers are not presented when the queue depth reaches the defined number. Agents can still present Chat offers from the Website Monitor.

To configure the queue depth for chats:

1. From the Partition and Departments dropdown menu, select a department.

2. From the Navigation menu, browse to Business Rules > Queues.

3. On the List page, select a queue.

4. On the Properties page, on the Chat tab, locate the Maximum Chat Queue Depth field and define the maximum number of chats that can wait in the queue. You can leave the field blank, or set a value between 1 and 10,000. Leaving the field blank means there is no maximum queue depth and all chats coming in will keep getting queued.