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.