You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Chat InLay - agent availability check

Received Response
edited Aug 5, 2020 8:02PM in Digital Customer Service 4 comments


Chat InLay - agent availability check


Let's say there are 2 Queues in Oracle Service Cloud/Engagement Cloud.

Partner Queue
Tech Support Queue

Assign below agents to the queues. assigned to "Partner Queue"
​ assigned to "Tech Support Queue"

Setup below rules to route the chat.
Chat subject starts with "Partner" will be assigned to "Partner Queue"
Chat subject starts with "Tech" assigned to "Tech Support Queue" agent logged in and waiting for incoming chat whereas agent "" is not logged in.

When a DCS user trying to initiated a chat with subject "Tech help need", which will be routed to "Tech Support Queue" but there are no agent available to support.

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!