Chat will route to which Agent first if all are available in queue

[Manu31]

Hi All,

In Virtual Agent Live Chat (in AWA) if end user initiate a chat for the first time and all agents in particular queue are available, so to whom the chat will be routed first. It will be in a sorting order by name of agents or is there anything.

Can you please explain me?

[Musab Rasheed]

Hello,

Looks like it routes based on names in case Skill is not made mandatory in AWA Assignment rules. But do thorough testing as there is hardly any documentation available but based on my personal experience it routes based on names first if all are available but also it should satisfy capacity as well.

[Manu31]

Hi Musab,

Yes, we are not considering skill. 

Based on assignment rule "Most Capacity" , if all the agents have same capacity then as per you it will take the name first in Ascending.

Okay, Is there any way to sort the order (in Desc) by name or any other field ?

[Musab Rasheed]

No, I don't think so you can sort that way.