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5Hi 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
In addition to that I have defined Skill based routing as per the case type. PFB screenshots
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.
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