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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.
peter@dcs.com assigned to "Partner Queue"
​tom@dcs.com 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"
​
peter@dcs.com agent logged in and waiting for incoming chat whereas agent "tom@dcs.com" 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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