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Advanced routing for Chat based on product field

edited Jun 22, 2015 10:09AM in Communication Channels 2 comments

Content

Hi All,

Requirement: We are trying to setup advanced chat routing to skilled Agents based upon the product selected by the customer on the CP Chat Launch Page.

Step 1: Setup new Chat Queues with Advanced routing option enabled.

Step 2: Configured Chat Business Rules to direct the chat to specific Queue depending upon Incident Product. Note: I could not find field like 'Chat.Product' hence used 'Incident.Product' (See Screen Shot "Chat Rules"). 

Step 3: Configured a agent profile with product and language skills. Added Chat queue in Agent permissions. (See screen shot "Agent Permissions")

Step 4: Added Product field to the 'Chat Launch.php' page with below widget,                                

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