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What Method Is Used To Allocate Incoming Chat Requests?

Accepted answer
edited Oct 12, 2015 2:39PM in Communication Channels 5 comments


We are in the final stages of our implementation of Chat standalone using Oracle Service Cloud May 2015 and I cannot find any information about how incoming chat requests are allocated to staff agents.

For example - we have a Chat Queue with 5 Staff Agents logged into chat and their status is set to Available. How does Chat know which Staff Agent to send the first Toast Pop-up Notification to? After it times out and auto declines, how does it determine the next staff agent to notify and so on. What method is used?

Has anyone got any good documentation or links to content they can share?

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