Request more chats

Agents have the ability to request additional engagements when they meet the following criteria:

  • The functionality must be enabled in the Portal for the Agent Group.

  • The agent must be in the Available status.

  • The agent’s allowable engagement slots must already be filled.

  • The agent should not have reached the configured limit for additional engagements, as set in the Portal.

  • There must be engagements in the queue, waiting to be assigned to available agents.

If the above conditions are met, the Request more chats toggle becomes active, enabling the agent to request additional engagements from the system queue.

When you meet the above criteria:

  • Click the toggle button to receive an additional engagement.

  • The toggle slides and turns blue when on.

  • If the slots criteria is not met, and the agent attempts to request additional engagements, the system prevents the agent from sliding the toggle.