Virtual Agent Chat Answer in Service Operation Workspace is 1st for Higher Roles and then for others?
Why?
I have a question regarding the handling of live agent topic requests in VA. Currently, it seems that the request is first directed to the agent with the highest role. If this agent does not accept the chat, it is then passed on to another agent.
Could you please clarify if this process is strictly role-based, or if there is an option to modify this behavior?
