Why Do My Unserved Customer Number Keep Increasing?

  • Updated


An unserved customer is the number of customers who have not been served by an agent. If there is a chat message from customer but there is no agent that joins, the number of unserved customers will increase.

Following are some conditions the number of Unserved Customers always increases:

  • Admin does not have an agent, we recommend having at least 1 agent online.
  • Deactivating the Auto Assign Agent feature, so the agent is not automatically assigned to a chat from the customer.
  • Activating the Auto Assign Agent feature but it is outside the office hour or all agents are offline, so no agents join a chat from the customer.

To create an agent and enable / disable the Auto Assign Agent feature, you can access Agents Management on the Settings page.


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