How an offer works
An offer is one waiting conversation, held for one person for a limited time. The offer appears in Studio on whatever page the person has open, with the customer's name, the agent's summary and a countdown.
| Conversation | Actions |
|---|---|
| Chat | Accept or Pass |
| Call | Answer or Decline. The offer rings until it ends. |
Accepting assigns the conversation to you and moves it to Being handled. Passing, declining or letting the countdown run out returns it to the queue, and Duvi does not offer that conversation to you again. Several offers can wait at once; select the count to expand them.
Who receives an offer
Duvi offers the oldest waiting conversation first. The offer goes to someone who meets all of these:
- Their status in the organization is Available.
- Their role lets them reply to conversations.
- They have room under their capacity for that kind of conversation.
- They have not already passed on this conversation.
When more than one person qualifies, the offer goes to whoever has gone longest without one. Work spreads across the team instead of landing on the first person to go Available.
When nobody qualifies, the conversation stays in Waiting. Someone who sees Everyone’s conversations can still open it and select Take.
Capacity
Capacity is how many conversations one person handles at the same time. The organization sets it once for everyone under Settings, Routing, Capacity.
| Setting | Default | Range |
|---|---|---|
| Chats at once | 5 | 0 to 100 |
| Calls at once | 1 | 0 to 100 |
A person at capacity receives no new offers of that kind until they close one. Setting a value to 0 stops offers of that kind for the whole team, and conversations then wait until someone takes them.
Timers
The timers under Settings, Routing, Timers are in seconds.
| Timer | Default | Range | What it controls |
|---|---|---|---|
| Offer timeout | 30 | 5 to 600 | How long one person has to accept an offer before it moves on. |
| Offline after disconnect | 60 | 60 to 600 | How long Studio can lose its connection before Duvi sets the person to Offline. |
| Maximum queue wait | 600 | 30 to 86,400 | How long a conversation waits for a person before Duvi gives up on it. |
| Idle close | 300 | 60 to 86,400 | How long a chat being handled can go without a message before Duvi closes it. |
When the maximum queue wait runs out, the customer receives your nobody picked it up message and the conversation closes. A caller still waiting is hung up. The queue wait counts only while your team is open, so a conversation that arrives overnight is not abandoned before your hours begin. See Hours and messages.
Idle close applies to chats only, and sends the closing message and the rating question exactly as closing the chat yourself would.