AWA skill based routing is not working for Live Agent chats for Interactions

[Urvershi Anand]

I have configured all the components properly, like channels, queues, skills determination rules, business rules.

Even can see correct skills is get associated with Interaction records in interaction_m2m_skill_list.do table but still interactions are getting routed to any agent available not based on the skills. I am using Spanish Language as skill.

If anyone have faced the same issue or have come across the solution please share.

[Aidy Burrow]

Probably no longer required, but I've been having a nightmare with this issue too.

The issue I had was because I had used a custom field in the interaction table in the skill determination rule - this was a field that was populated with the queue name in AWA, and although it was correct on the interaction table, it appeared to be populated after the skill determination rule had been assessed, so after the event.

A task skill was present and correct, as was the work item information and the interaction, so everything appeared to be in order - makes troubleshooting hard work when all evidence says it should be working fine!

I have since removed this from the skill determination rule and skills are now being respected.

In summary, validate that any field used in the skills determination rule is populated before the evaluation takes place.

[Dexter Chan]

Try following this video and see if this helps https://www.youtube.com/watch?v=6jZ2L-N0R70&t=419s

[Aidy Burrow]

Thanks Dexter - I did refer to that video for routing via the context variable.

My issue was different though - root cause was the using the AWA queue (custom interaction field) in the skill determination rule - the idea for this was for the work item to enter the queue first, populate the interaction field and then the skill determination rule would assess based on the AWA queue and the context variable value.

The populating of the interaction field was done using an asynchronous business rule and therefore was done after the skill determination rule had fired, hence it failing at the time of evaluation.

All is good now.