Managing your queue

As a Grata admin user, you can decide how your agents get chats and in what order waiting customers are serviced. These options are managed on the Queue settings page. You’ll find the link in the left side panel of the admin backend under Conversations.

 

Queue types

There are two basic queue types:

    1. Manual – agents click the next chat button or select a specific user from the wait list whenever they are ready to claim a new chat
    2. Auto-open – incoming chats will be automatically opened in the next available agent’s console until they reach your set capacity

Within manual mode, you can control whether agents and admin users are able to view the list of waiting customers, or it can be hidden if you prefer.

If you set auto-open for your queue type you can still let agent and/or admin users have the option to switch to manual mode as needed. When manual mode is selected, no chats will be assigned to those agents, instead they will be able to open chats from the backlog of waiting customers. Agents can also pause their queue to prevent additional customers from being auto-opened.

 

Sorting

There are two basic sorting methods:

    1. Manual – chats are sorted in chronological order by start time. Agents can reverse the sorting order as needed in the console.
    2. Business hours – If your service team is not online 24/7, you may have users who message while your team is offline. Select this option to always prioritize customers who message during your business hours.

If your queue type is set to auto-open, manual sorting is not an option.

Grata can set up custom sorting rules or multiple queues for enterprise clients with complex requirements. For example, you may want your web chat users prioritized when you have a backlog since they may leave the site at any moment. Or you may want your e-commerce WeChat Mini-Program users prioritized because they have a higher conversion rate. You might want to split your customers into two different queues for different pre-sale and post-sale service teams.

Please contact us to discuss your requirements.

Par chat levels

In auto-open mode you need to decide the par, or maximum, number of chats that will be auto-opened for agents before their console is considered busy. When an agent reaches their par chat value their queue will display as busy and Grata will not open any additional chats until they close enough chats to fall back below par. Agents can still open chats from their history or, if they have access to manual mode, can switch to manual to override the par chat limitations.

You can further refine this by setting a par value for the number of offline chats, meaning customers who message outside of your business hours.

This scenario is relevant at the start of your business day when you may have a large backlog of customers who messaged overnight. Your priority, in most situations, is new incoming customers who message during your business hours and who have received your online auto-greetings telling them you’ll be right with them. Also, remember that offline customers are not included when calculating your team’s KPI like wait time and average response time. With that in mind a par chat value of, for example, 5 and a par offline chat value of 2 means Grata would open a maximum of two offline customers in an agent’s console, reserving three slots for new incoming online customers.