We recently turned on Chat Routing in Freshdesk, and put each agent into one or two of our routing groups based on their expertise.
If a customer requests a specific topic, and the agent in that routing group is offline, then the chats are immediately and unceremoniously dumped into the Missed Chat group.
I think there should be a fallback group if the designated agent is not available or doesn't pick up. That way we could say "If the agents in Group A are offline or don't answer, then re-route the chat request to Group B (which could include all my agents)
The chat widget is already smart enough to know when all my agents are offline (in which case it doesn't show the chat window). Add a little more intelligence to re-route chats to offline groups.
Thank You
James Grove
