We'd love to hear from you! Provide  feedback  to earn a badge today. Take our quick survey
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Skill based routing - Chat not getting assigned to Agents.

Accepted answer
10
Views
5
Comments
edited May 20, 2016 9:43AM in Communication Channels 5 comments

Content

Hi,

We have Skill Based Routing enabled in our site. The configuration is complete

1. Advanced Queues

2. Profile with Advanced Queue selected

3. Skill score on profile

4. Skill score on Agents

5. Product/Category setup complete and available on Customer Chat Form

6. Product Skill and Language Skill is created.

7. Rule is created for Advanced Queue

The Incoming Chat is getting routed to the appropriate Advanced Queue but not getting assigned to Agents though Agents are available. We can confirm this on Chat Agent & Supervisor Dashboard.

 

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!