Chat Not Routed To Proper Department (Doc ID 1599579.1)

Last updated on MARCH 02, 2017

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Oracle Live Help On Demand
Information in this document applies to any platform.

Symptoms

Some departments are set-up to allow the site visitors to select a department they want their chats to be routed to. The drop-down option is provided in the Customer Entry Form.
As an example, a site visitor clicks on a Chat Invite that is associated to Department=A. The site visitor is presented the Customer Entry Form where he/she is provided an option to select whether his/her inquiry pertains to Sales (Department=B) or Returns (Department=C) or General Question (Department=D).

The issue is seen on the Chat Activity Report where there are "MISSED" chats for Department=A. The Customer Entry Form ONLY offers the site visitor 3 options (B, C or D).

Cause

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