Live Agent Developer's Guide
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Newer Version Available
Chat Routing Options
|
Live Agent is available in: Performance Editions and Developer Edition organizations that were created after June 14, 2012 Live Agent is available for an additional cost in: Enterprise and Unlimited Editions |
| Routing Option | Description |
|---|---|
| Choice | Incoming chat requests are added to the queue in 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. This option is a push option, which means that incoming chats are routed, or “pushed,” to agents. You can specify the amount of time that an agent has to answer a chat request before it’s routed to the next available, qualified agent. |
| 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 Agent A and Agent
B each have a chat capacity of five, and Agent A has three active chat sessions while Agent B
has one, incoming chats will be routed to Agent B. This option is a push option, which means that incoming chats are routed, or “pushed,” to agents. You can specify the amount of time that an agent has to answer a chat request before it’s routed to the next available, qualified agent. |