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Chat is not routed to an available agent

게시 일자: Oct 13, 2022
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You may notice that despite agent is logged in to Omni /Chat widget and has capacity, the chat never gets routed to the agent.
솔루션
There are a few situations that may cause this behavior:
 
  • If you have a universally required field on the Chat transcript object, it blocks the creation of the chat transcript and thus causes the chat to stay in the queue forever.  Go to setup | under Quick find, type Chat Transcripts | click Fields | click on the field name, disable the checkbox 'Always require a value in this field in order to save a record.'
 
  • All Users assigned to an Omni Queue (Queue associated to a Routing Configuration) MUST have a Chat license assigned to their User record (check the Chat checkbox on the User record). If you have some Users assigned to the Queue that have the license assigned and some Users that do not, it can disturb the routing of chats because the system will check each User assigned to the Queue to see if their Status is Available and will check their Capacity. If there are Users that are not assigned a Chat license, then the system will fail that check. You cannot have non-Chat Users assigned to a Queue that is used for routing Chats. This will impact any Queue that has Chat Transcripts as the object, even if you include other objects in that Queue as well. We always recommend having a separate Queue for each object you want routed by Omni. 
 
  • Under certain circumstances, Chat Service Channel is not created. Any other custom Service Channel, even if set to Chat, will not work for chat routing using Omni-Channel.  Please disable the Chat  and Omni Channel, then re-enable, which will lead to the creation of the default service channel.
 
  • If you have process builder written to update the Chat transcript, please modify it to execute based on In Progress status. Open the Process | click Immediate action | click on name of the action | Under Criteria for Updating Records, select Updated records meet all conditions, select Field =  Status | Operator = Equals | Type = Picklist | Value = In progress | click Save.
 
  • If you have a lookup field on the Chat Transcript object targeted to Agent Work object, please delete the lookup field. Lookup to Agent Work object is not supported.
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