Tell Digital DX how to place customers into the queue when they are reassigned by an agent rather than automatically. You can set this option independently for customers reassigned within a department as opposed to between departments.

1. Create or edit a department, as follows:
   1. In the Web Admin Center, go to Organization > Departments. The Department Management page is displayed.
   2. Select an existing department or click Create New.

   Result: The New/Edit Department page is displayed.

2. On the Automatic Distribution tab, choose a channel and click Override account-level distribution settings.
3. Under Manual Reassignment, set how you want to handle transfers From the same department.

   Result:

   Move to end of queue (time is reset)	Place customers at the end of the queue regardless of how long they have been waiting.
   Maintain place in queue (time is preserved)	Place customers in queue based on time already spent waiting.

4. Similarly, set how you want to handle transfers From other departments.
5. Repeat this procedure for each channel, as required.
6. Save your changes.

When no agents are available in the original department, agents of rollover departments take over incoming chats.

For example, Sales goes offline at 5pm, but Customer Support stays online. You set Customer Support as the rollover department for Sales. As a result, the Sales chat button is displayed as available whenever either a Sales or Customer Support agent is logged in.

Important: Chats are not assigned to the rollover department, only the original department's membership is expanded with the agents of the rollover department. The original department keeps ownership of the work item.

Rollover departments are set when creating or editing a department.

1. Create or edit a department, as follows:
   1. In the Web Admin Center, go to Organization > Departments. The Department Management page is displayed.
   2. Select an existing department or click Create New.

   Result: The New/Edit Department page is displayed.

2. On the Rollover departments tab, select a department.

   Result: The selected department is displayed in the table at the top of the screen.

3. Under Rank, define the order in which the rollover department will receive rollover items.
4. Save your changes.

How does rollover affect reporting?

Since chats are not assigned from one department to another, it does not have any effect on department-level reporting.

Related Articles

• How to create a department
• How to set department-level business hours
• How to assign chats to certain agents before others (ranking within department)
• How to route items among same-rank agents
• How to route queued items to departments by Urgency
• How to manage customer queue time upon manual reassignment

Create a department as part of your chat distribution strategy.

1. In the Web Admin Center, click Organization > Departments.
2. On the Department Management page, click Create New.
3. Enter a Name.

   When the pre-chat form includes the Department field, this name can be seen by customers.

4. Under Language, associate the department with languages to route chats to agents with appropriate language skills.
5. You can also set department-level business hours.

   See How to set department-level business hours.

6. Save your changes.

Department-level business hours allow you to control the times, days, dates, and circumstances under which chat with a department is available.

1. Create or edit a department, as follows:
   1. In the Web Admin Center, go to Organization > Departments. The Department Management page is displayed.
   2. Select an existing department or click Create New.

   Result: The New/Edit Department page is displayed.

2. On the Department Information tab under Department Hours, select Enable business hours for chats.
3. Optionally, to make chat buttons available within business hours even when no agents are available, select Ignore Agent Status.

   Result:

   Important: This may result in unanswered chats. Chats may continue to be queued even when no agents are available.
4. Select the Timezone used by the business hours settings.
5. Set your Business Hours, which are periods of time (day/time combinations) that reflect your regular hours of operation.
   1. Select the hours between which you want chat to be potentially available.

      Outside of this time period, your chat buttons display as unavailable even when agents are available. For example, if business hours are set for 9:00 AM to 5:00 PM, the Chat button associated with this website reference will become available at 9:00 AM (if agents are available) and will be disabled at 5:00 PM.

   2. Select the Days to which the From/To setting is applied.
   3. To set unique hours for the weekend (or any day of the week), click Add business hours and set the days and time as described above.

   Result: Outside of these time periods, chat is unavailable unless you set exceptions.

6. To alter your Business Hours (opening hours) on specific dates throughout the year, such as holidays or for special events, you can add exceptions under Exceptions by date. See What are exceptions to business hours? below.
   • Same as website exceptions. The department uses the same exceptions as associated websites.
   • Override website exceptions on specific dates. On the dates specified here, department exceptions override website exceptions. Otherwise, the department uses the same exceptions as associated websites.
   • Override all website exceptions. The department uses unique exceptions and ignores all website exceptions.

   Result:

   Tip: When adding exceptions, you may find it useful to copy previously used exceptions (when available). To see these exceptions, select the Show previously expired exceptions from option.
7. Save your changes.