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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?