Live Agent Developer's Guide

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Live Agent Chat Routing Overview

Routing options in Live Agent let you specify how incoming chat requests should be directed to agents.

Live Agent is available in: Performance Editions and Developer Edition organizations created after June 14, 2012

Live Agent is available for an additional cost in: Enterprise and Unlimited Editions

For each Live Agent chat button you create, you specify how you want chats initiated through that button routed to agents. Choose one of the following routing options:

Routing Option Description
Choice Incoming chat requests are added to the queue in the Live Agent console or Live Agent in the Salesforce console and are available to any agent with the required skill.
Least Active Incoming chats are routed to the agent with the required skill who has the fewest active chats.
Most Available Incoming chats are routed to the agent with the required skill and the greatest difference between chat capacity and active chat sessions. For example, if Agents A and B each have a chat capacity of five, and Agent A has three active chat sessions while Agent B has only one, incoming chats will be routed to Agent B.

Least Active and Most Available are push options, which means that incoming chats are routed, or “pushed,” to agents. If you choose one of these options, you can also specify the amount of time an agent has to answer a chat request before it’s routed to the next available qualified agent.

Alternatively, you can route chats from a button directly to a specific agent using the Live Agent Deployment API. For more information, see the Live Agent Developer’s Guide.