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    • Assistance Needed for Chat Routing to Overflow Agents

    in Communication Channels 1 comment

    Summary:
    I’d like some clarification on how we can route chats to available agents when the primary agent is at full capacity.
    Content (required):
    Here’s the setup I tested with two profiles:

    First Profile - Primary
    Second Profile - Overflow
    Both profiles are part of the same chat queue, with one acting as the primary and the other as the overflow. I also created a business rule to route chats based on categories like Deposit, Deposit Assistance, and Withdrawal.

    During testing, chats were assigned equally between both profiles, but I want the chats to be assigned to overflow agents only when the primary agents are full. Could you please guide me on how this can be achieved in Oracle?

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