Live Agent Developer Guide
jNewer Version Available
Chat Routing Options
Routing options in Live Agent enable you to specify how incoming chat requests are
directed to agents.
| Available in: Salesforce Classic |
| Available in: Performance Editions and in Developer Edition orgs that were
created after June 14, 2012 Available in: Unlimited Edition and Enterprise Edition with the Service Cloud |
| 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: Agent A has a
capacity of eight and Agent B has a capacity of two. If Agent A has two active chat
sessions while Agent B has one, incoming chats are routed to Agent A. 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. |
| Omni | Incoming chats are routed to agents using Omni-Channel queues. You must route chats with Omni-Channel if you want to use Live Agent in Lightning Experience. |