Scheduling Agents for Live Chat

Step-by-step guide on how to effectively schedule and manage live chat agents using the Swivl platform.

ℹ️ First thing’s first: you’ll need to invite your agents to swivlStudio. Once they’ve accepted and set up their agent profile you’ll be able to add them to your escalation groups by selecting “+ Add Agent” (see Setting Up Escalation Groups for more details).

Head over to the Escalation Groups section and click on the group you'd like to adjust. You can easily add or remove various Roles that will have access to escalations. This means that when you invite a new member as an Agent, they’ll be automatically included in the Escalation Groups. Feel free to add as many roles as you need!

When you’d like an agent to handle live chats, all they have to do is turn on their availability. They can find this option in the upper left corner of their Conversations page:

ℹ️ We only assign conversations to agents who are available and not actively chatting with another user. This is done in a rotating pattern, where every representative will receive an equal number of interactions before the cycle starts over again.

You can set guidelines for how long agents have to respond to an escalation and how many agents will be contacted before informing the user that no one is available. This can be found in the Escalation Group Settings. For example, in the screenshot above, agents have 20 seconds to respond and 3 attempts are made before going to the “No Agent Available” quest. So the maximum wait time for the user would be 1 minute (20 seconds * 3 tries).

If there are varying schedules for different groups of agents, you can still keep all agents in the escalation group. All you need to do is coordinate with your agents and make sure that they have swivlStudio open with their availability turned on. We won’t send escalations to those who are logged out or have their availability turned off.