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Unable to Route Live Chat To Correct Agent

Posted on by 5

Hi All,

I am using The omnichannel and wants to route a live chat to a specific agent based on the Case Type from the AdxPortal.

Scenario:

1. If Case type is "Request", route it to agent "pankaj".

2. If case type is "Problem" route to agent "Debasish".

For this, I have defined a routing rule in the workstream as below

pastedimage1593086462118v1.png

In addition to that I have defined  Skill based routing as per the case type. PFB  screenshots

pastedimage1593086549405v2.png

pastedimage1593086568938v3.png

All other configuration are done correctly like adding of user with proper skill set and Rating Model.

Issue: If both of the users are having the status as available, everytime the chat is routed to Debasish.

Kindly help me with this. and do let me know if I am missing out something.

  • Suggested answer
    Jupiter Alappat Profile Picture
    Jupiter Alappat 235 on at
    RE: Unable to Route Live Chat To Correct Agent

    Are you able to replicate this behavior in vanilla trial instance? if yes - we would request you to raise a support request to identify if this is a known issue or not.

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