Chat Not Routed To Proper Department
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.
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).
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