The chat process needs to be significantly refined. Currently, when a visitor starts a chat session, the system immediately assigns the visitor to an available agent. It immediately displays the agents welcome message (eg: This is Kevin. How can I assist you).
The problem is, I have not actually accepted the chat, but by all appearance, to the visitor, I have. If I've stepped away from my desk (without toggling the AFK), it appears to the visitor that I am simply ignoring them. If I NEVER accept the chat (and there are not other agents available), the chat window (for the visitor) never updates. It just sits there.
I believe a better process would be:
1. Chat window informs visitor that it is waiting for an agent. This message should repeat at intervals (30 seconds?).
2. When an agent accepts the chat, AT THAT POINT the agents welcome message should be displayed, not before.
3. If an agent does not accept the chat, again after a defined amount of time, the chat window should automatically close and send the visitor to enter a ticket.
The net result of the above process is to NOT give the visitor the false impression that an agent is sitting at their desk simply ignoring them.
Kevin S. Anderson, President
Superlative Solutions, Inc.
www.ssiwt.com