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[NEW][ENTERPRISE] Automatic transfer of unanswered conversations to another agent #20090
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…erId - This will prevent the transfer to the same agent - For Manual selection method, place the chat back to the queue, if the agents doesn't respond back within the set duration
PFA Demo of this feature when omnichannel-auto-transfer-feature.mp4 |
Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com>
…ocketChat/Rocket.Chat into livechat/auto-transfer-feature
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@murtaza98 I left some comments but I need to point out that there is an improvement missing.
Let's say a new chat starts, the process is scheduled and will take place when the timeout is reached. But the current agent assigned to the chat may forward the chat to another agent before the timeout is reached, you know?
In that case, the current job needs to cancel and a new one needs to be reschedule.
ee/app/livechat-enterprise/server/lib/AutoTransferChatScheduler.ts
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So if we cancel all the jobs before creating a new job - this should handle this case. Reason: if a agent forwards a chat, |
I didn't understand what you meant by "all jobs" |
Sorry, my mistake, that's not all jobs, rather the previous job (which are currently scheduled for monitoring the previous agent's inactivity). Eg: Lets say a visitor first contacts and AGENT-1 is assigned and JOB-1 is scheduled. Now lets say, AGENT-1 forwards the chat to AGENT-2, then before scheduling a new job (JOB-2) for monitoring AGENT-2 inactivity, we will cancel the previous job i.e JOB-1. |
…ocketChat/Rocket.Chat into livechat/auto-transfer-feature
…ocketChat/Rocket.Chat into livechat/auto-transfer-feature
…ocketChat/Rocket.Chat into livechat/auto-transfer-feature
Proposed changes (including videos or screenshots)
This PR will add a new feature to omnichannel in which the chats will be auto-transferred to another agent if the current agent hasn't responded back within a certain duration.
We will provide a setting in the Omnichannel section to configure the duration
Working:
When the Routing method is set to either
Auto Assign
,Load Balancing
orExternal service
When the Routing method is set to either
Manual Selection
the chat will again be transferred back to the queue, the chat will not be transferred againIssue(s)
Steps to test or reproduce
Further comments