[NEW][ENTERPRISE] Omnichannel Last-Chatted Agent Preferred option #17666
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…thub.com/RocketChat/Rocket.Chat into omnichannel/last-chatted-agent-preferred
renatobecker
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sampaiodiego
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ee/app/livechat-enterprise/server/hooks/checkDefaultAgentOnNewRoom.js
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ee/app/livechat-enterprise/server/hooks/onMaxNumberSimultaneousChatsReached.js
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ee/app/livechat-enterprise/server/hooks/saveDefaultAgentAfterTakeInquiry.js
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rodrigok
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May 20, 2020
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Just need to pay attention to this https://github.com/RocketChat/Rocket.Chat/pull/17666/files#r428311585
sampaiodiego
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ee/app/livechat-enterprise/server/hooks/checkDefaultAgentOnNewRoom.js
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rodrigok
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sampaiodiego
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…apps_rewrite * 'develop' of github.com:RocketChat/Rocket.Chat: (30 commits) Regression: Fix Unread bar design (#17750) Regression: Adjusting spaces between OAuth login buttons (#17745) Improved thread margins for clarity Regression: Scroll on admin user info (#17711) Regression: Removed status border on mentions list (#17741) Regression: Force unread-rooms bar to appears over the room list (#17728) [NEW][APPS-ENGINE] Essentials mechanism (#17656) Regression: Fix error preventing creation of group DMs (#17726) [FIX] SAML IDP initiated logout error (#17482) Regression: Threads list was fetching all threads (#17716) Regression: Add missing return to afterSaveMessage callbacks (#17715) [FIX] Missing dropdown to select custom status color on user's profile (#16537) [FIX] Password reset/change accepting current password as new password (#16331) [NEW][ENTERPRISE] Support Omnichannel conversations auditing (#17692) Upgrade Livechat Widget version to 1.5.0 (#17710) [FIX] Can't click on room's actions menu of sidebar list when in search mode (#16548) [NEW][ENTERPRISE] Support for custom Livechat registration form fields (#17581) Update Fuselage version (#17708) [NEW][ENTERPRISE] Omnichannel Last-Chatted Agent Preferred option (#17666) Regression: Status presence color (#17707) ...
ggazzo
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…/new-threads* 'develop' of github.com:RocketChat/Rocket.Chat: (54 commits) Submit a payload to the release service when a release happens (#17775) Regression: Fix Unread bar design (#17750) Regression: Adjusting spaces between OAuth login buttons (#17745) Improved thread margins for clarity Regression: Scroll on admin user info (#17711) Regression: Removed status border on mentions list (#17741) Regression: Force unread-rooms bar to appears over the room list (#17728) [NEW][APPS-ENGINE] Essentials mechanism (#17656) Regression: Fix error preventing creation of group DMs (#17726) [FIX] SAML IDP initiated logout error (#17482) Regression: Threads list was fetching all threads (#17716) Regression: Add missing return to afterSaveMessage callbacks (#17715) [FIX] Missing dropdown to select custom status color on user's profile (#16537) [FIX] Password reset/change accepting current password as new password (#16331) [NEW][ENTERPRISE] Support Omnichannel conversations auditing (#17692) Upgrade Livechat Widget version to 1.5.0 (#17710) [FIX] Can't click on room's actions menu of sidebar list when in search mode (#16548) [NEW][ENTERPRISE] Support for custom Livechat registration form fields (#17581) Update Fuselage version (#17708) [NEW][ENTERPRISE] Omnichannel Last-Chatted Agent Preferred option (#17666) ...
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The purpose of this PR is to add a new functionally to the Omnichannel routing system when running
Round-Robinbased algorithms:Last-Chatted Agent Preferredoption.If activated, this feature will store the last agent that assisted each Omnichannel visitor when a conversation is taken. So, when a visitor returns(it works with any entry point, Livechat, Facebook, REST API, and so on) and starts a new chat, the routing system checks:
1 - The visitor object for any stored agent that the visitor has previously talked to;
2 - If a previous agent is not found, the system will try to find a previous conversation of the same visitor. If a room is found, the system will get the previous agent from the room;
After this process, if an agent has been found, the system will check the agent's availability to assist the new chat. If it's not available, then the routing system will get the next available agent in the queue.
Enterprise:
On the
Enterprise editionthere is a chance that the conversation needs to wait in the queue due to theMax. Number of Concurrent Chats per Agentfeature. It happens when theMax. number of simultaneous chats per agentis reached, then the visitor will need to wait in the queue until an agent gets available again.In this case, the Visitor's last agent will be store into the
Inquiry. Then, when theInquiryis the next to be served, the system will check if theInquiryhas alast-agent preferredand then will try to route the conversation to the same agent. Otherwise, the routing system will get the next available agent in the queue.