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Chat and Omni Configuration both have Push Timeout set

Veröffentlichungsdatum: May 6, 2026
Beschreibung
Push Time-Out is the amount of time given to an agent to respond to an assigned item (Chats or other records when using Omni-Channel) before it’s pushed to another agent. This can be set with Chat Routing Information* and with Omni-Channel Routing Configurations. If both are configured with a different a value (time in seconds) the time set for Chat takes precedence over Omni-Channel routing configuration.
Lösung

Scenario: 

If the Omni-Channel Push Time-Out is set to 60 seconds and Chat Push Time-Out is only 15 seconds, some agents are unable to accept chat requests.

This is working as expected. The Push Time-Out set on the Chat Button takes precedence.
You may set the Chat Push Time-Out to 60 seconds to give ample time for Agents to accept the chat request.

Note: The option 'Push Time-Out (seconds)' is only available when the selected Routing Type in the Chat Button is either Least Active or Most Available.

Nummer des Knowledge-Artikels

000382768

 
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Salesforce Help | Article