What is the Live Help Chat Queue Distribution Criteria? (Doc ID 2059647.1)

Last updated on MARCH 02, 2017

Applies to:

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

Goal

We would like to find out how chats are routed to our associates. We’ve seen a few situations occur and would like some clarification.

Situation 1
There are several agents on available at a time and one additional agent goes on available and immediately gets a chat while others have been waiting to receive one.

Situation 2
An agent will have both their first and second chats assigned while agents are still waiting to receive their first chat.

Are chats sent to next available, longest available, least chats handled per day?

 

Solution

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