Hi All,
Hope you all are doing well.
Currently we are facing an issue in "Agent Connect" support option present in chat menu. When any user tries to connect to agents through support options in chat, it shows message as "No Agent are currently available", even though we have active agents. But when while chatting with the bot we try to connect the live agent, bot routes the work item to live agent. I had a HI ticket raised for this issue and the support engineer suggested that due to work item routing condition in the queue the bot was not able to predict available agent and hence was showing this message. And support engineer suggested to remove the conditions from the queues.
Now this issue is resolved but we have 2 queues, and the work item is not routed to correct queue because the condition is removed from the queue.
I was just thinking, is there any way to create a default queue which will route the work items to the existing queues as per the condition fulfilled?
Could anyone please help me figuring this out?
Thank you in advanced.
Regards,
Tejaswini Mohadikar.
