If multiple agents are on chat, and multiple chats are offered, it would be more efficient to have the chats divided to them by a round-robin mechanism.
Suggested configurations:
+12Hello,
Freshchat, the new messaging experience in Freshdesk, allows you to easily distribute chats amongst agents based on their skill and the current load. We call it the Intelliassign and the interesting fact is that it considers only active conversations instead of all assigned conversations while computing the current chat load for the agent.
Cheers!
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