Weni Chats: Attendance distribution rule

Sarah Pinheiro Updated by Sarah Pinheiro

Attendance distribution rule

The current rules for automatic distribution of calls are:

  • Equal and automatic distribution between agents until reaching the limit of simultaneous assistance.
  • When exceeding the number of simultaneous calls, a service queue will be created and the attendants will be able to manually pick up the calls as they finish the current calls.
  • An attendant can pick up a service manually even if it has an Offline status.
  • An attendant can take a call manually even if he is at the limit of concurrent calls.
Weni Chats does not yet allow the choice of different distribution and routing rules for human agents.

How did we do?

Weni Chats: Human Service Management

Weni Chats: Using active triggering of flows