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Can we route the chat from one overflow queue to another queue

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edited Jul 15, 2020 2:05PM in Customer Portal 1 comment

Summary

Can we route the chat from one overflow queue to another queue

Content

Hi All,

We have new requirement in chat advance routing. Below is the details:

1. Suppose we have EMEA_A_QU and EMEA_B_QU advance routing queue. We have different set of accounts and profile for both of the queue.

2. Chat should be route to an available agent, with the appropriate language skill and product skill in EMEA_A_QU.

3. But if no available agent with the appropriate language skill and product skill in EMEA_A_QU then route this chat request immediately to an available agent with the appropriate language skill and product skill in EMEA_B_QU.

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