Managing Omnichannel Queue in Rocket.Chat

#rocketchat #securecommunications #omnichannel #citizenengagement #queues
ℹ️ Rocket.Chat Omnichannel Citizen Engagement - Queue Management

Rocket.Chat provides queue management settings for incoming Omnichannel conversations. This helps you set the queue behavior, as well as the agent and visitor experience. In this video, you'll learn about the configuration options, including waiting times in queues, sorting chats based on specific parameters, and the number of chats an agent can handle at once.

Keep in mind that chat assignment also depends on your workspace's Omnichannel routing type and the routing settings.

🔗 For further details, refer to the documentation:
Omnichannel Settings: https://docs.rocket.chat/docs/omnichannel-admins-guide
Queue Types: https://docs.rocket.chat/docs/queue-types-routing-algorithm
Estimated Wait Time (EWT) Algorithm: https://docs.rocket.chat/docs/estimated-wait-time-ewt-algorithm