Why did a chat agent, with no product skill associated to their account, receive a chat with an associated product?

Environment:

B2C Service Chat, Advanced Routing, Smart Interaction Hub (SIH)

Resolution:

Even though a product may have been selected when the chat was submitted, it may not be associated to the chat ID. If no product skill is associated to the chat ID, then it will be directed to any available agent in that queue.

View the Accepted Interactions report (ID 17019) for the Product and Skill Score values. The Product column shows the product that was selected when this chat was submitted. If the Skill Score is 0, that indicates that no product skill is associated with this chat ID. If the Skill Score shows a number other than 0, that indicates the skill level of the agent who accepted the chat and shows that this chat ID has a product skill associated to it.

Cause:

The reason you may see a Product listed for a chat with a Skill Score of 0, indicates no agents were logged into chat with a matching product skill at the point this chat was submitted.

For additional information about configuring advanced routing, please see Answer ID 7826: How do we configure advanced chat routing . In addition, please also refer to the Configuring Advanced Routing for Chat section in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation For Oracle B2C Service Products.