I need to configured below option in EIM/WIM v4.2.5
- If a Chat task is assigned to an agent and he/she is not responding to the chat then this task has to be assigned to another available agent after 12 sec. From where this time is configurable?
- If a Chat is waiting in a specific queue for X secs, So it will jump to another available agent in other queue. From where this will be configured.
- If the Chat task is waiting for 15 minutes in a queue and no one answer to that specific task, then it will be automatically disconnected after 15 minutes. From where that time is configurable.
- How the email queues are routed from customer website?
- How different email ID's are mapped to different queues?
- rom where the review and send option between an agent and supervisor is configured.
I need some guidelines over above points how I can configure those. Attach is detail sheet of above requirements.
I have this problem too.