Conversation Queue¶
Conversation Queue is a list of conversations waiting for attention from agents. In Live Agent, a queue is similar to the waiting area, where conversations are held until the agent has not sent the first reply.
The queue is visible to agents on the Mine tab of the Conversation page, where they can see the conversations assigned to them and wait for their attention.
The provided examples show how the agent queue works:
Note
The conversation limits and specific queue behavior may vary depending on the Live Agent configuration and settings in use.
Example 1
Conditions:
- Conversations are assigned to an agent, but the agent still needs to send the first reply.
- The Conversation limit is set to 2 conversations per agent.
- There is one online agent available.
- 3 conversations are created.
Result: The first two conversations are assigned to the agent and are in the queue, waiting for the agent to reply. One conversation remains unassigned.
Example 2
Conditions:
- Conversations are assigned to an agent, but the agent still needs to send the first reply.
- The Conversation limit is turned off, meaning there is no limit on the number of conversations per agent.
- There is 1 online agent available.
- 3 conversations are created.
Result: All three conversations are assigned to the agent and in a queue, waiting for the agent to send the first reply. None of the conversations have been assigned yet.
Example 3
Conditions:
- Both settings in the Inbox are activated: Automatic Conversation Assignment and Consider Conversation Priority.
- Conversations are assigned to an agent, but the agent still needs to send the first reply.
- The Conversation limit is set to 2 conversations per agent.
- There is one online agent available.
- 3 conversations with different priorities are created:
- Conversation 1 is Medium.
- Conversation 2 is Low.
- Conversation 3 is High.
Result: The agent is assigned Conversation 3 (High), followed by Conversation 1 (Medium), both in the queue. Conversation 2 (Low) remains unassigned.