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Chat routing in Spark

The call center where I work would like to add a chat feature to its arsenal of communication methods with the end-users. Spark is the IM application that my company currently uses. What I would like to be able to do is create a workgroup and route chatters to the available agents, so that the employees don’t get inundated with bunches of chatters all at once. I have not found a way to accomplish this with just Spark. Are there methods that I am missing? What other options have been successful at your businesses?



If you are using Openfire as a server, you can try Fastpath plugin for Openfire. Spark already has a plugin for this. It will show up in Spark’s user interface if you add a user as an agent to a workgroup. Be warned that Fastpath is not in development for many years and has some bugs and issues.