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Assigning chats to agents through Advanced Routing
Answer ID 9531   |   Last Review Date 07/22/2019

How are chats routed to agents when using Advanced Routing?

Environment:

Chat, Advanced Routing, Smart Interaction Hub (SIH)

Resolution:

If Advanced Routing is enabled and the incoming chat has a product associated to it that matches a product skill on your site, then the Advanced Routing (SIH) server checks for a logged in agent with that product skill.

  • If no agent for 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.
  • If an agent for that queue is logged in with a matching product skill, the product skill is associated to the chat ID. This chat would then be routed to the next available agent matching this product skill (through their profile or account).
 

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