Purpose and Features
When a chat is parked, all agents identified in the same queue will see all parked chats in the 'parked chat' tab of the agent screen. However, since the only information visible about these chats was the end user's telephone number, both the agent who took the chat to the park and the other agents could only start the chat after getting preliminary information. To prevent this situation, the 'Last Agent' and 'History' columns have been added to the table in the 'parked chats' tab.
Benefits
Agents will be able to monitor which chat they have taken to the park in the 'Last Agent' column.
When the agents want to start the conversations they took to the park, they can press the 'History' button to have preliminary information about the chat.
Instructions
In scenarios where the chat between the agent and the end user is not completed and the chat is parked;
Agents can distinguish the chats they parked from the 'Last Agent' column by the 'parked chats' field.
And from the 'History' column, they can view the history of the chat they took to the park.
We wish your operation benefits from this new release and look forward to hearing your feedback!