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Advanced routing and chat queues
Answer ID 9533   |   Last Review Date 01/04/2019

Does advanced routing (SIH) alter the chat queue associated with a chat?

Environment:

Chat, Advanced Routing, Smart Interaction Hub (SIH)

Resolution:

Chat business rules are used to route chats to designated chat queues.  Advanced Routing is not involved in selecting the queue.  Advanced Routing only gets involved once a chat has been routed to a chat queue designated as an Advanced Routing chat queue. It then assigns the chat to a qualified agent (who is associated with a profile for this queue and has the product skill to handle the chat).

Note:

For more specifics on  how chats are routed to agents when using Advanced Routing, view Answer ID 9531: How are chats routed to agents when using Advanced Routing?