Features | Manager Experience

Auto Chat Distribution (ACD)

Comm100 Live Chat allows you to accept visitor chat requests automatically. Once a visitor initiates a chat request, they will be immediately connected to an available agent. This reduces wait times and helps reduce queue abandonment. You can also take advantage of Comm100’s powerful chat distribution rules and queue management tools to maximize agent productivity.

Concurrent Chat Limit

Live Chat allows agents to handle multiple conversations at once—but even with the most experienced agents, a manageable limit is required to ensure quality service. With Comm100 Live Chat, you can set a concurrent chat limit that will be automatically applied to all of your agents, or define individual concurrent chat numbers for each agent.

Chat Distribution Rule

Comm100 Live Chat provides powerful distribution rules, allowing you to define how a chat should be allocated whenever a chat request is routed to a department with multiple available agents.

By Load Balancing

Chats are distributed to agents who have the least ongoing chats to achieve load balancing. This prevents you from sending chats to agents who are too busy with other ongoing chats to respond in a timely manner, ensuring that agents have just the right balance of chats at all times.

By Round Robin

Chats are distributed to agents one by one sequentially to share chats evenly. This ensures equal chatting opportunities for all your agents and is especially useful to sales teams who need equal opportunities to close deals.

ACD - To the Operator Who Has the Lowest Capacity Ratio

By Agent Capability

Chats are distributed to agents with a higher concurrent chat limit ratio before those with lower ones. For example, Agent A has a quarter of his concurrent chat limit taken up with chats, and Agent B has reached a third. This means the next incoming chat request will go to Agent A, who has a greater overall concurrent chat limit, allowing your most capable agents to receive more chats.

ACD - To an Operator in the Backup Department

To the Last-Chatted Agent

Chats are distributed to the agent who last chatted with the customer. This helps you provide a more personalized chat service and can help to decrease issue resolution time. You can also establish better rapport with your visitors using this distribution option, and ultimately enhance the probability of closing deals.

Queue Management

When all agents in a department have reached their maximum number of concurrent chats, new chat requests routed to this department will automatically enter the chat queue.

Queue Wait Time

Visitors will be notified of their position in the queue and the estimated wait time, keeping them informed of how long they might have to wait before being connected to an agent.

Queue Priority

You can assign priority for chat requests. Queued chats with a higher priority are distributed before those with a lower setting. Visitors with time-sensitive issues, or VIP customers with a high-spending history are suggested to have a higher priority to make sure that they are served immediately.

Queue Overflow

Each department can have a backup department. When a department become overwhelmed, new requests will be overflowed to the backup department. This ensures greater live chat availability, helps you to control your queue and to balance the workload between agents.

[White Paper] Comm100 Live Chat Routing

Rule-based automatic routing is one of Comm100 Live Chat’s most beneficial features for businesses. In this white paper, we will discuss some common chat routing scenarios, how they can benefit your business and how to implement them.

Read the paper now