Following are few point on which I need help..
1. 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?
2. 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.
3. 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.
4. How the email queues are routed from customer website?
5. How different email ID's are mapped to different queues?
6. From where the review and send option between an agent and supervisor is configured.
The detail of the above point are attach in the sheet. Need urgent help on above points.