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FAQ's for B2C Chat Agent Affinity
Answer ID 12243   |   Last Review Date 05/19/2022

How does the Chat Agent Affinity feature work?​​​​​​​

Environment
Chat, BUI, B2C 22B or Newer
 
Resolution
For agents handing chats in the Browser UI, a feature “Agent Affinity” is available starting with B2C Version 22B or newer. Agent Affinity attempts to reconnect customers (a known contact) with the same agent that handled their last chat session.
 
This feature works for all chat, regardless of the source, including:
  • Standard chats that come from traditional widgets (ex: CP, standard or inlays for chat)
  • Chats entering the system via API connections
  • Chats entering the system via an integration with Oracle Messaging or Oracle Digital Assistant
  • Note: When creating an Enhanced Business Rule, an administrator can refine which "chat source" includes agent affinity routing, but this is not a requirement
Technical Requirements for Agent Affinity:
  • CX version: 22B+
  • Enable the related config verb: 
    • CHAT_AGENT_AFFINITY_ENABLED
    • This feature is disabled by default
  • Enhanced Business Rules need to be in place
    • When this feature is enabled, Administrators can create Enhanced Business Rules to specify whether inbound chat sessions are routed to the same agent
In order for Agent Affinity to route chats to the intended agent, that agent must be:
  • Logged into the Agent Browser UI
  • Logged into Chat
  • In an available chat status
  • Must service the specified queue
  • And must have capacity (have available sessions)
FAQ's
  • What happens when we're outside the hours of operation for chat?
    • Then customers will experience chat in the same way you have the chat solution implemented today, when it’s outside of normal chat hours; that experience remains the same
  • What happens when the intended agent is not logged into Agent Browser UI?
    • Then the chat is assigned to the queue like normal
  • What happens when the intended agent is not logged into chat?
    • Then the chat is assigned to the queue like normal
  • What happens when the intended agent is not available to chat?
    • Then the chat is assigned to the queue like normal
  • What happens if the intended agent declines the chat for any reason?
    • Then the chat is assigned to the queue like normal
  • How does Agent Affinity work when the previous chat session was transferred?
    • If Agent 1 transfers the chat back into the same queue from where it began or directly to Agent 2 (who also services the same queue from where the chat began), when the known contact requests another chat, then Agent Affinity attempts to route the chat to Agent 2
    • If Agent 1 transfers the chat to a different queue (let's say the transfer is from Queue A to Queue B) or directly to Agent 3 (who services Queue B), when the known contact requests another chat, then Agent Affinity will attempt to route the chat to the next available agent in Queue A
  • What happens if a Supervisor joins the chat to help (as a non-lead agent), does Agent Affinity still work when the known contact returns to the same queue in a subsequent chat session?
    • If the Supervisor never becomes the Lead Agent, then Agent Affinity attempts to route any subsequent chats with the known contact within the same queue to the staff member that was the Lead Agent
  • What happens when there are many customers/chat sessions waiting in the Queue?
    • Then the chat session with the known contact is assigned to the intended agent first, ahead of any of the other chats
  • What if the contact is Anonymous?
    • Then the chat session routes like normal, and Agent Affinity does not affect the chat assignment
  • Does the ignore_pre_route setting change or alter the way Agent Affinity functions?
    • Agent Affinity trumps the ignore_pre_route setting
    • Meaning, if Agent Affinity is enabled via Enhanced Business Rules, no matter the setting of the ignore_pre_route config (true or false), then the chat is routed to the intended agent via Agent Affinity
  • What if the chat queue is marked as an "external" or "virtual assistant" queue?
    • Agent Affinity does not support "external" or "virtual assistant" queues
  • Is the Asynchronous Chat feature required for Agent Affinity to work? 
    • No, these are separate features that can work in conjunction together, however the Asynchronous Chat feature does not need to be enabled in order for the Agent Affinity feature to work 
  • What if I have Oracle Digital Assistant integrated into my B2C Chat implementation, how does Agent Affinity function?
    • If Enhanced Business Rules are configured so that a chat can be escalated from Oracle Digital Assistant to a live agent, then the Enhanced Business Rules need an additional condition to "Route To Last Agent" in order for Agent Affinity to work
  • What if I have CHATS_PURGE_DAYS set to something lower than the default (ex: 30 days), will Agent Affinity work for my agents?
    • The Agent Affinity feature only works when there is data available in the chats table. Thus, if you have a low setting for CHATS_PURGE_DAYS, then there is no data in the chats table to be referenced by the Agent Affinity feature