Overview of Chat Distribution

Chat distribution is a system that automatically assigns incoming chats to appropriate agents. It distributes chats based on conditions such as queues, skills, workload, and history to minimize response delays and quality variations.

Effective Distribution Strategy

Even during busy support periods, assignments are made based on rules to prevent bias and missed opportunities. Handoffs from first-line support to specialized departments become smoother, reducing lead time to resolution.

Key Features and Benefits

Auto-Distribution Features

  • Automatic assignment based on skills/workload/departments
  • Support for response time leveling and SLA compliance
  • Queue management during busy periods to prevent missed chats
  • Smooth escalation from first-line support to specialized departments
  • Distribution capabilities that consider KPIs for each agent