How can I reduce the number of chats missed by my agents?

Question

I am seeing a lot of missed chats because I don't have enough agents to answer them. What can I do?

Answer

There are some best practices you can implement to help lower the number of missed chats:

• Staff up for peak time periods when missed chats are at the highest.
• Allow Hybrid Assignment Mode for agents to take more than their concurrent limit. For more information, see the article: Configuring Hybrid Assignment Mode (live chat and messaging).
• Consider using the Chat in Web Widget (Classic) to increase deflection rates.
• Make sure the pre-built Chat rescuer trigger is active in your account. The trigger won't prevent missed chats but will inform the customers that they can wait until an agent can respond.

To view the missed chats in your Chat reports, see this article: Analytics 101: Solving the missed chats mystery.