SaltedCX RTA Assistant

About

SaltedCX RTA Assistant is an intelligent real-time assignment tool built for Team Leads managing SaltedCX live chat operations.

WHAT IT DOES

The RTA (Real-Time Assignment) Command Center gives Team Leads instant visibility into their entire agent roster and automates the fairest possible distribution of incoming chats — so no chat sits waiting while an agent is free, and every assignment is fully audited.

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CORE FEATURES
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Ghost Mode (Auto-Assignment)
Automatically assigns incoming chats to the most available agent using a load-balanced algorithm: lowest active chat count first, longest time logged in as the tiebreaker. Assignments are made exclusively to agents in "Open (Salted CX)" activity. Agents on break, going offline, in Email, Training, or any other status are strictly excluded — by activity PID, not just display name.

Surge Mode
Detects genuine capacity saturation — every Open agent is at 2 chats and new chats are still arriving — and dynamically raises the per-agent cap to 3 to clear the backlog. Exits the instant any spare capacity returns. Surge can never appear active while agents are available.

Live Agent Status Board
Real-time view of all agents, grouped by status with live counts:
  - Available — Open activity, under the chat cap, ready to receive
  - Occupied (2+) — Open activity, at or over the cap
  - On Break — Lunch, Short Break, Bio Break, Coaching, and all scheduled breaks
  - Upcoming Offline — agents about to end their shift
  - Offline — Ending Shift, logged out, or inactive

Each group is collapsible. Available agents show a one-click Assign button for manual override.

AI Workforce Forecast (60-Min Outlook)
A built-in WFM model tracks live inflow rate (chats/min), current occupancy across Open agents only, and projected headcount (weighted by activity return time) to deliver a forward-looking staffing signal with specific, actionable recommendations:

  - OVERSTAFFED — move agents to Email
  - STABLE CAPACITY — maintain current routing
  - VOLUME BUILDING — pause break approvals
  - TIGHT CAPACITY — hold headcount
  - CRITICAL DEFICIT — pull agents to chat immediately

The forecast is smoothed over a 60-second rolling window with a 2-minute state hold to prevent flickering. State changes escalate immediately for CRITICAL DEFICIT (SLA protection).

Audit Log with Google Sheets Sync
Every assignment is recorded with: agent name, agent email, activity at time of assignment, and the method (Ghost Mode / Manual Override / Agent Picked Natively). Logs are batched and synced to an internal Google Sheet for QA accountability. Offline-resilient — queued to local Chrome storage and automatically retried on reconnect.

Manual Override
Any TL can bypass Ghost Mode and manually assign a specific waiting chat to a specific available agent with a single click — no page reload needed.

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PERFORMANCE & RELIABILITY
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- Adaptive heartbeat: 1-second polling when chats are waiting, relaxes to 4 seconds when the queue is clear (saves ~21,000 unnecessary API requests per shift)
- Resume-safe: correctly detects when Chrome has backgrounded/throttled the panel and re-syncs baselines without firing false alerts or logging phantom events
- Crash-proof: a single malformed data record is caught and logged; the panel auto-recovers on the next pulse without freezing
- 10-second fetch timeouts on all network calls — a slow SaltedCX API or Google Sheets response can never hang the tool
- Session expiry detection: automatically disables Ghost Mode and alerts the TL when the SaltedCX session has expired

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WHO IT'S FOR
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Designed exclusively for Groupon EU SaltedCX operations — Team Leads who need real-time situational awareness, fair and auditable chat distribution, and a single command centre to manage their team without switching between tabs.