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Chat Transfer issues with Advanced Routing

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edited Jun 9, 2016 12:54PM in Communication Channels 4 comments

Content

Hi,

We have the below setup

1. 13 different language interfaces

2. Advanced Routing / Queues for Chat Routing [Skill Based]

3. All Staff account scored for Product and Language.

All the Chat Routing and Chat assignment is working perfectly. But we have issues with Chat Transfer

Scenario:

1. Chat Initiated from German Chat Launch Page

2. Chat Assigned to EMEA Agent with product - Database and German language Skill Scoring

3. EMEA Agent wants to transfer the Chat to NAS Agent and NAS Agent is scored only for English language. Update the Language to English in Chat Interface and transfer to NAS Queue

4. Chat is in Waiting Chat queue [ Agent Real Time Dashboard] and not getting assigned to any Agents though qualified Agents are available.

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