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Chat InLay - agent availability check

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

Summary

Chat InLay - agent availability check

Content

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

Partner Queue
Tech Support Queue

Assign below agents to the queues.
[email protected] assigned to "Partner Queue"
[email protected] 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"

[email protected] agent logged in and waiting for incoming chat whereas agent "[email protected]" 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.

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