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Chats through the Genesys Media Bar

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edited Nov 15, 2018 9:18AM in Integrations and APIs 2 comments

Summary

Trouble getting Chats through the Genesys Media Bar

Content

Hi,

we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can see them in the Q), but then get assigned to agents through the Oracle chat, not the media bar - if we are not logged in on the Oracle chat, they stay in the Q.

We talked to the tech support and apparently there are three categories that are needed for an agent to be considered to take chats.

 
But when I filtered the agent, there are only 2 out of the 3 categories that are being set. RightNowChat is not being assigned.

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