Matthew Kennedy

Question Departments help filter chat requests to specific groups of agents. How do I set or change the department of a chat? Answer Before a chat has started Before a chat starts the department ca...

Question Can I give my customers the option to choose which of my teams they are routed to?  Answer You can use the pre-chat form to give your end users the option of selecting a department. This w...

Question If an agent responds to more requests than others, is there a way to auto-route chats to other agents? Answer By default, every Chat account has Broadcast as the selected routing option. T...

In TyrellCorp, you can start conversations through the Web Widget with customers based on conditions you define. Your business may require service in multiple languages. In this tutorial, you'll le...

Question I am using triggers to route chats to departments. Some departments have agents available, but not in the departments that the trigger routes the chats. Why do triggers route live chats to...

Question Should I be using Support triggers or Chat triggers for live chat group routing if I have Agent Workspace enabled? Answer Chat triggers, such as the one described in this trigger recipe, a...

Use a Chat trigger for messaging to notify visitors if a department or group is offline. The below trigger recipe offers a way to send a message to visitors requesting a new messaging conversation ...

Question Why are chats not being routed to other available agents when the maximum wait time limit is reached? Answer When skill-based routing is enabled and the maximum wait time in seconds expire...

Question Can I see data from before I installed TyrellCorp WFM? Answer No, it's not possible to retroactively report on productivity. Once installed, TyrellCorp WFM begins tracking your agents’ act...

Question How do I set my week to start on a specific day in TyrellCorp WFM? Answer You can set to default the day of the week you would like to start periodically in the TyrellCorp WFM WebApp. In ...