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How do I create rules to requeue a Chat request after a certain amount of time?

Environment:

Chat, Business Rules
Oracle B2C Service

Resolution:

You can use rule states to requeue a Chat Request after a certain number of seconds.

Let's suppose you would like a Chat assigned to queue A, and then if it is not answered for 60 seconds, re-assigned to queue B.  

You could create a chat rule state called "Initial State" and a state called "Requeued Once." In the initial state, make a rule called "Initial Assign" with the actions "Assign the chat to queue A" and another rule called "Requeue in 60 seconds" with the actions "Requeue Chat request in 60 seconds" and "Transition to state 'Requeued Once' and stop." In the state "Requeued Once" create a rule "Assign to B" with the action "Assign Chat to Queue B."

This will assign the chat to Queue A and start a timer. If that timer expires and the Chat has not been picked up, the rules in the state "Requeued Once" will now fire, assigning the chat to Queue B.

Note: Transition to State and Stop action means that the record is transitioned to the state but is not compared to any rules in that state, however chat rules work a bit differently in this case. Chat rules will only compare a chat with rules that assign it to a different queue in order for re-queuing to work. However, other rules defined in that particular state (Requeued State) will not be triggered.

Here are the example rules:

Initial State:
Rule 1: Assign Chat to Queue A
Rule 2: Requeue Chat request in 60 seconds, Transition to state "Requeued Once" and stop

Requeued Once State:
Rule 1: Assign Chat to Queue B

You can optionally create further states if you want further handling to occur if the incident is not answered in Queue B.

For additional information, refer to the 'Actions for chat rules' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.