Thanks for replying and I appreciate the response.
However, am I missing something obvious?
How do we assign Chat to Queues and assign Chat to the correct agents using Skill based routing if we cannot access the pre-chat survey questions?
I have checked the microsoft documentation as stated below:
"Routing rule conditions could be based on channel context, pre-chat context, and contact, account, or case context. For example, you can define a routing rule so that chats from high priority customers who have specific queries about investments can be routed to a specific queue"
Further reading suggest that we use context variables:
"View and create context variables in the Context variables tab. Context variables enrich conversations with pre-chat data , channel data, and custom context data. These attributes can then be used to define routing rules to route conversations into different queues.
I guess the next question is "How do we get the pre-chat survey questions to populate the Workstream context variables?"
Thanks
Bill
