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Agent Affinity and the Queue Attribute
Answer ID 12766 |
Last Review Date 01/16/2024
Why is the queue attribute not working when launching a chat?
Environment
Chat, Chat Business Rules
Oracle B2C Service
Issue
When bypassing Chat Business Rules routing, by setting the queue attribute at chat launch, the chat is not routed to the specified queue.
Note:For Customer Portal pages, this can be done by setting the /q_id/ attribute on the ChatServerConnect widgete.g.https://site_name.custhelp.com/app/chat/chat_landing/q_id/3For Chat Inlays, this can be done by setting the queue-id attribute in the inlay-oracle-chat-embedded codee.g.<inlay-oracle-chat-embedded
id="chatInlay"
class="inlay"
site-url="site-name.widget.custhelp.com"
queue-id="3">
</inlay-oracle-chat-embedded>
Resolution
If the Chat Agent Affinity feature is enabled, it is expected for the queue attribute to be ignored. This is because the two features are incompatible, as for the Chat Agent Affinity functionality to work it is imperative that the Chat Business Rules are being checked.
For additional details on these features, please review our documentation below
