Role of Departments in Chat Routing
What is the role of departments in chat routing?
Departments play a crucial role in chat routing by taking precedence over agent skills. When skill-based routing is enabled, chats are reassigned to any available agent within the department once the maximum wait time is reached.
If a chat ticket doesn't have department information, the account takes precedence. Once a department is assigned, the routing will adhere to the department's settings. For more insights, see theChat skills-based routing FAQ.
More related questions
Why aren't chats being routed to other available agents?
Chats may not be routed to other available agents due to skill-based routing settings. When skill-based routing is enabled, chats are reassigned to any available agent within the department or account once the maximum wait time expires. The…
What happens when the maximum wait time for a chat is reached?
When the maximum wait time for a chat is reached, the chat is reassigned to any available agent within the department or account. This reassignment occurs if skill-based routing is enabled. The department of the agent is prioritized over their…
How does skill-based routing affect chat assignment?
Skill-based routing affects chat assignment by prioritizing the department of the agent over their skills. When enabled, chats are reassigned to any available agent within the department or account after the maximum wait time expires. If a chat…
How does omnichannel routing differ from skill-based routing?
Omnichannel routing differs from skill-based routing by supporting accounts using live chat and messaging channels. When activated, it assigns chat and messaging tickets to agents, unlike skill-based routing which focuses on department and skill…
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