Route Chats to a backup AWA Queue if No Agents Available

[Kenny Mitchell]

Hello,

We have two Chat AWA Queues configured under the same Service Channel.

Once queue accepts all inbound Live Chats (routed from Virtual Agent).

The other queue accepts live chats based on specific criteria on the end-user profile (VIP flag + Location).

The routing is working properly and as expected.

However, we would like the VIP Chat to roll-over to the Default Chat if no agents are available in the VIP Chat. 

Is this something that is possible?

Thanks,

Kenny

[iDNS]

Hi Kenny,

Greetings, did you get this to work. Could we have a fallback/backup queue configured in case the primary queue has no one available. Thanks in Advance