November 2019
18.11.19
Working hours finalization
In the working time setting, we added the ability to specify the break in agents and the company's work, which is taken into account when configuring the widget, SLA, and rules. To do this, fill in the "Break" field in the general settings of the company and the settings of the group of agents:
When setting up the widget, the "Show widget: during working hours" checkbox and the "Show: outside working hours" field (in the feedback form settings) now takes into account the working time of agent groups that have access to this channel.
Missed Chats
Chats are now considered to be missed if the client is not answered by the operator within the specified time in the "Delay for missed chats" setting. The system must react only to the agent's first response in new or reopened chats.
