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Omni Priority Routing not routing Live Agent Chats correctly

Knowledge Article Number 000231550
Description Omni channel is not routing Live Agent Chats based on Priority assigned. For example, if Cases is assigned Priority 2 and Live Agent Chats is assigned Priority 1, then after closing out Case work you would expect any queued Chats to be assigned. However, this is not always consistent and sometimes Case records are assigned over Live Agent Chats. 
Resolution This is currently working as designed. Live Agent routing continues to be standalone and separate from omni-channel, even though it can work within Omni.  This means that it is not yet possible to size or prioritize Live Agent chats differently. This functionality is currently on the roadmap.




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