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Skill based routing - Chat not getting assigned to Agents.

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



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.


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