Queue Monitoring Stats

ISS monitors queue –

  • need to understand how many HS is who in the queue to send
  • high demand
  • contact centre closing/ closed (20 to midnight) sends a message automatically to the customer in the queue.

This is currently not available in the system. Expertflow will create a user story to expose APIs for a chatbot, which a chatbot can use as soon as the chat is initiated to check whether that particular chat is needed to be queued or not. Expertflow will require at least a week or so to create a user story, get an approval from the customer, discuss the technical solution and then provide estimates and timelines.