MCF Chat: What Happens to a Chat Request if there are no Agents Available to Transfer/Forward the Chat Request to?

(Doc ID 2032164.1)

Last updated on MARCH 09, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 and later
Information in this document applies to any platform.

Goal

To be able to transfer a customer chat between one agent to the next, MCF-chat should be setup with 2 or more Chat queues.  These chat queues will contain Agents who can accept chat requests.

What happens to a chat request if there are no agents available to transfer/forward the chat request to? 
 

Solution

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms