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Advanced Routing - Chat

edited Mar 15, 2016 5:09AM in Communication Channels 2 comments

Content

We have implemented advanced routing in Chat using the answer https://cx.rightnow.com/app/answers/detail/a_id/7826. 

However the advanced routing behaviour is erratic. Sometimes it gets routed to correct agent, sometimes it gets routed to wrong agent (agent with lower score but same skill) first and sometimes it just waits to find an agent even though there are agents available.

Please see my observations below:

1. Ensured that rules are set up properly -> Chat is getting routed to correct queue means that rules are working fine.

2. Ensured Language setting is valid. i.e added the language skill at both profile and staff account level and score checkbox is set in both places.

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