Thank you for supporting the Cloud Customer Connect Community in 2024. It's a gift to work with you!

Look back
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 routing not working properly

edited Jul 17, 2018 4:50PM in Communication Channels 2 comments

Content

Hello! Looking for a little help in regards to chat routing. Running into a problem where chats are not being routed to the correct agents/queue - I feel like I have to be missing something obvious. 

The issue is that when a customer requests a chat by selecting "Flow" as the designated product dropdown, instead of the chat being routed to a "Flow" chat agent, the customer is instead routed to a different queue (called "Process"). There are agents signed into the Flow queue - all waiting, with no chats.

In the "Flow" profile, I've activated the chat permissions (The items checked are 'Chat', 'Conference/Transfer', 'Allow Decline', '**** max active chats', 'set delay between chats' - these match all our other profiles). Pull policy is set to strict priority. The only queue selected for this profile is Flow. I should also say that the 'Process' profile permissions do not have Flow as a queue option - only the Process queue.

Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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