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How Live Agent Rerouting works when multiple available agents are online

Knowledge Article Number 000212110
Description When multiple agents are online and the "Number of Rerouting Attempts" option is selected on a Chat Button or Chat Invitation an initiated chat will route to each available agent to give the requesting user the best chance to reach an available agent.
Resolution With "Number of Rerouting Attempts" and "Push Timeout" set initiated chats will route to each available agent the number of times set in "Number of Rerouting Attempts", switching between the available agents at a time interval set in the "Push Timeout" field. 

The following example setting explains the behavior that the initiating user can expect to see.

Scenario 1: 1 Agent online
Number of Rerouting Attempts: 5
Push Timeout: 30

Initiating user will see "
Please hold while you're connected with an agent." for 2 Minutes and 30 Seconds (5 reroute attempts X 30 second intervals). If no agent picks up the chat, the initiating user will see "Your chat request has been canceled because no agents are available."

Scenario 2: 2 Agents online
Number of Rerouting Attempts: 5
Push Timeout: 30


Initiating user will see "Please hold while you're connected with an agent." for 5 Minutes  (5 reroute attempts X 30 second intervals X 2 agents online). If no agent picks up the chat, the initiating user will see "Your chat request has been canceled because no agents are available."

More details on Routing Options can be found in the below documentation: 

https://www.salesforce.com/us/developer/docs/api_meta/Content/meta_livechatbutton.htm

https://help.salesforce.com/HTViewHelpDoc?id=live_agent_chat_routing_options.htm&language=en_US




 




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