Waiting of chats¶
The visual editor for chat waiting rules is a tool for the supervisor (or admin) to create and edit rules for chat queue processing.
The editor can be found in the FrontStage administration, section . You need the EditChatWaitCondition role.
Rule evaluation¶
Cyclic processing¶
Since a chat may wait for a suitable agent for a longer time, it is possible to process additional waiting rules step by step according to the following principle:
The system searches for the first rule that meets the constraints and remembers its level from the editor (marked as
Level).The rule is executed (information related to the chat is changed and/or actions are performed).
In the next cycle (default set to every 10 seconds), the processing of waiting rules ignores all subsequent rules at the same level and gradually evaluates the rules at the next level until it finds another matching one.
This is the procedure applied in every cycle - the system recalculates all the subsequent rules. It never returns in the rule order. If the last suitable rule is found, the system remains on that rule in subsequent cycles.
Using the editor¶
The logic for composing rules is exactly the same as in the inbound chat editor.
The only difference is that the number of so-called “levels” is not fixed. If you assign a rule to the last possible level, a potential transition to the next (currently non-existent) level is automatically created. This means that when adding a new rule, it will be possible to select this level, and it will also be indicated in the rule list, as shown in the image below.
You can tell if the selected rule item has an editor available where you can see its detail immediately by the 
icon. Click to open the editor in a new window where you can continue working with the item.
