Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
Chat Assignements Rules - first fill agent's sessions — Cloud Customer Connect
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

Chat Assignements Rules - first fill agent's sessions

Accepted answer
7
Views
2
Comments
edited Jul 7, 2017 8:07AM in Communication Channels 2 comments

Content

Hi,

 

I would like to ask whether there is any out-of-the-box configuration that would enable us to route chats to the agents not based on which agent is waiting the longest time, but rather to fill one agents sessions, the go to the next one, next one etc.

Basically, what we want to achieve is to make sure that an agent is doing the maximum number of sessions (that are allowed to him) before another agent gets a chat.

So if we have Agent 1 with 3 available sessions and Agent 2 with the same, both on Available Status -  agent one needs to have 3 active sessions before Agent 2 gets any.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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