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Omnichannel - Chat to Agent who is not part of any Queue

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Posted on by Bilal Ahmed

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Hello Experts,

We are facing a issue where we are initiating a chat request from Power apps Portal, it lands in omni channel for a agent who is not part of any queue.

Agent has "Omni Channel Agent Role" but he is not assigned to any queue within workstream, our understanding is technically he/she should not receive any chat.

What can be the possible reason, its happening for a specific client in al environments agent keeps getting chat pop ups when they are online in omnichannel, although they are not assigned to any queue in workstream.

Thanks in advance

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Hi Bilal,

You will need to check in the chat workstream whether the ruleset is configured or not.

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Bilal Ahmed 270 on at

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Hi Leah,

Thanks for the reply.

in my case, no rule set, just a fallback queue which does not contain my user as mentioned in previous screen shot.

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Hi Bilal,

Maybe you can create one ruleset to route chat request to the queue that which does not contain the user as mentioned.

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