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Hello all. We are beginning to look at implementing assystChat to our IFS assyst implementation, and I am looking for information on whether the feature includes a console that shows real-time data relating to Chat. What we are looking for is a console which will show number of assyst users logged in to chat, status of each assyst user, number of chats being responded to, number of chats waiting in the queue, etc.

From what I can see after installing the Chat integration in our DEV environment and in the wiki documentation, no such console exists. Does anyone have any experience with getting such data from assystChat that they can share? Thanks.

Hi Duncan, 

We do have a chat listener that will allow you to see the other users logged into chat and available to accept chat requests. There’s a little bit more information on the following wiki page:

https://wiki.axiossystems.com/assyst11-5Wiki/index.php/Category:Chat#assyst_Portal_Chat_Listener

Unfortunately there’s no way to do the more advanced stuff you mention (number of chats active, waiting in queue etc.). The incoming requests work on a round robin based allocation where the agent with the least amount of active chats will recieve the next chat request to come in. If all agents are on the same then the agent who least recently handled a chat reuqest. If all agents are at their capacity then the chat requester is displayed a message that agents are busy and they are asked to try again later - which means there isn’t really a queue as such for assyst Chat. There’s some more detailed information here:

https://wiki.axiossystems.com/assyst11-5Wiki/index.php/Category:Chat#Responding_to_a_Chat_Request

Hope this information is helpful. If you’d like to see chat improved please head over to our ideas area and post any improvements you can think of. 

Cheers,
Robert

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