How are chats routed to agents when using Advanced Routing?

Environment:

Chat, Advanced Routing, Smart Interaction Hub (SIH)

Resolution:

The main feature of Advanced Routing is that it will take into account the language and product skills, as well as the scores associated to these skills and the skill requirement relaxation set for each queue. For additional details on skill scores and requirement relaxation, see:
Answer ID 7826: Configuring advanced chat routing
Answer ID 9971: The skill determination is based on the product/category and language

When a chat is routed to an Advanced Routing queue and no agent with access to that queue is logged in with a matching product skill, the product skill is removed from that chat ID. This chat would then be routed to the next available agent in that queue, regardless of product skill. See also Answer ID 9525: A chat agent, with no product skill on their account, received a chat associated to a product.

By default, when multiple agents have the same qualification to receive a chat, Advanced Routing will always assign the chat to the next available qualified agent, i.e. the agent with the longest waiting request. This does not follow the same algorithm as standard chats, as described in Answer ID 1174: Routing chat requests to agents. If you prefer chats to be assigned to the agent with the fewest active sessions, you should enable the configuration setting SIH_AGENT_UTILIZATION_ROUTING.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.