Maximum Response Time Alert for the Attendant

Index:

1. Purpose of the Maximum Response Time Alert for the Attendant
2. How the Maximum Response Time Alert for the Attendant Works
3. How the Attendant's Inactivity Time Count Works
4. How to Configure the Maximum Response Time Alert for the Attendant
5. Related Articles:
   
   

Purpose of the Maximum Response Time Alert for the Attendant

Providing correct, simple, and fast answers to all customers' inquiries is a major challenge for any company. In some cases, the speed at which a response is provided can determine the success or failure of customer service.

The Maximum Response Time Alert for the Attendant was created to provide visibility to the attendant when they have been inactive for too long without responding to any customer in their queue. This way, the system helps them prioritize simultaneous attendances, ensuring that no customer waits for too long without a response, thus improving the average handling time.

Required Permissions

To configure the Maximum Response Time Alert for the Attendant, the following permissions are required in the system:

For the portal, the permission required is: Helpdesk > View and edit

How the Maximum Response Time Alert for the Attendant Works

After the defined time in the maximum response time configuration for the attendant has elapsed, the system will alert the attendant by displaying a red dot next to the ticket, indicating that the customer has been waiting for a response longer than expected.

How the Attendant's Inactivity Time Count Works

After a customer sends a message to the attendant, the count begins. Once the time limit is reached, the alert is displayed on the ticket. As soon as the attendant sends a response, the system will stop and reset the count, and it will also remove the alert from the ticket. When the customer sends another message, the count is reset, and this cycle repeats until the interaction is completed.

How to Configure the Maximum Response Time Alert for the Attendant

To configure the Maximum Response Time Alert for the Attendant, follow the steps below:

1. Access your portal.
2. Then choose the chatbot for which you want to configure the alert;
3. Then go to the "Atendimento" (Support) menu;
4. And then the "configurações gerais" (general settings) menu;
5. Go to the "tempo máximo de resposta do atendente" (maximum response time for the attendant) section and enable the switch to activate the functionality and display the settings for this section.
6. Set the maximum inactivity time to display the alert; you must enter an integer greater than ZERO, and then select the unit of measurement, which can be seconds, minutes, hours, or days;
7. Finally, click on save, and you're done! Your Maximum Response Time Alert for the Attendant is configured and ready for use.

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• Encerramento automático por inatividade do cliente

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