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Advance routing setup using account product/language skill

Accepted answer
edited May 5, 2017 11:33AM in Communication Channels 2 comments


We are using Product and Language skill ONLY at the account level.

And our understanding on OSvC for Advanced Routing setup is that, we need to score (any value between 1-5) any account only for product and language that they will support. If an account is not scored for a product or language it is automatically taken as zero.

Additionally, in the Chat Queues -> Skill Requirement Relaxation, we are setting
1) Starting Minimum Score = 5
2) Lowest Minimum Score = 1
3) Relax Score Requirement After (seconds) = 0
4) Score Decrement Amount = 1

That meant if a chat came with a product and there are no available agents (matching product and language skill), the chat should not get offered to any unskilled available agents. The customer would remain in the queue and chat would expire. We have configured an option for the chat customer to submit ask a question page.

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