The Live Chats for Human Resources should route to the Specific assignment group

[nikhitha24]

Hi All,

Can someone please help me on below query

The Live Chats for Human Resources should route to the specific "Operations" assignment group to respond to

Please help me to achieve this.

Thank you..

[Wessel van Enk]

Hello,

For the Agent Chat you've setup different queues, right? 

In the queue for HR Chat (awa_queue table), you can setup the assignment eligibility (related list). In that record (awa_eligibility_pool table) you can assign the agent assignment rule (filter criteria) and the group that supports. If you add the Operations group in there, the chats will be assigned to them.  

[nikhitha24]

@Wessel van Enk 

After creating the assignment eligibility, agent assignment rule,  How to check those chats are going to correct  assignment group , to verify from our end.

Can you please help me

[Wessel van Enk]

You need to start a chat via the virtual agent on the portal. When you are selecting HR and it's connecting to a live agent, you should be able to see the chat and be able to accept it, but you need to be logged in as a user from the HR "Operations" assignment group.