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Skill based chat routing - Advanced Routing

Accepted answer
edited Mar 11, 2016 12:58PM in Communication Channels 7 comments


We are trying to implement Advanced routing for Chat in our Service cloud instance. Oracle has confirmed that they have enabled Smart Interaction Hub (SIH) for our instance and it is ready for advanced routing.

But even after following all the steps for advanced routing mentioned in the following answer: it is not working.

One thing i have noticed is that, there has to be at least one normal chat queue added under Configuration-> Staff management-> Profiles-> Service tab ->Chat Queues (not under advanced chat queues). If this is not added, then the chat doesnt even show up on agent console.

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