Lead Distribution System (LDS)
This documentation is deprecated and is replaced by the update of the ‘Agent Desktop’.
Click here or navigate to ‘Agent Desktop‘ in the navigation bar of the Help Center.
If you belong to a Team that handles Chat and Video call sessions through Whisbi using our Lead distribution system (LDS) make sure to have the notifications bar open in Whisbi Desktop.
To do so click on the bell icon at the top right of the screen.
For chat requests it will be the way it’s explained in this Help Center article.
For call requests the call flow works the following way:
Your customers will request the call but no call will be originated yet. All the members of your team will receive a notification. The first one to accept the request, either by clicking on the request or the “Attend next customer“, will get that request. From that moment a call will be triggered to the customer and furthermore to the agent that took the request, comibining the call with the Whisbi session.
The notifications bar allows you to take the next request or you can view all the pending requests by clicking “View full list” at the bottom.
When a new request comes in you’ll receive a Chrome Desktop notification and it will be shown in the notifications bar the number of pending requests.
Make sure you have enabled Desktop Notifications in Chrome
By clicking on the “View full list” button you’ll see all the pending requests.
Requests will fall into three categories well defined within the “View full list“:
- Available soon: These are requests that have been scheduled. They will appear 30 minutes before the time it was scheduled to let you know
- Pending request
- Timed out