Thanks for that tip… We are open to suggestions but looking for a more permanent solution.
It’s a challenge when working with 3 different web sites(ie: Site A, Site B and Site C). One of our major groups has 90% of the agent’s support who are also in 3 different groups that manage 3 of those sites on staggered 3 work shift schedules and some agents live different timezones. While 2 groups shares support for one main contact page.
This is the schedules we are trying to work with:
//Group A: (09:00-19:00 (Mon to Fri)
//Group B: (8:00-21:00 (Mon - Thu), 08:00-18:00 (Fri), 09:00-17:00 (Sat - Sun))
//Group C: (09:00-17:00 (Mon - Fri)
When shift 1 is done, they are already in Shift 2 and/or 3 or both. This means that if agents are in Shift 2 and 3 are online for 2 different sites, they are still showing available on another website(s) that they should be offline. Our URL rules have grown to a point that it’s really difficult to maintain, there’s a lot of overhead with limited staff.
LiveChat scheduling would be more effectively managed at a group level rather than at the agent level. If the agent schedules themselves to be offline at a specific time, they are unavailable to all groups, the agent does not have a choice to select which groups to be offline in.
The results have shown the chat unavailable across all 3 sites which are not a great client experience.
If there was a scheduled dashboard that we can create schedules per group(s) it would make more sense.
That way, we would not have to customize the LiveChat code: should there be any future changes to the business support schedules or to search through a maze of almost 50+ URL rules to update groups/pages.