Sending chat to another queue when current queue's agents go offline/away?

[Juan25]

Hi everyone, I'm hoping you can help us out!

Background:

We're using Agent Chat for Live Agents only (no Virtual Agent).  We have multiple queues setup to handle subsets of users and a main queue as a fallback.  For example:

• Queue1: Support Team 1
• Queue2: Support Team 2
• Queue3: Support Main

I have the conditions on the queues scripted to send chats to Support Team 1 or Support Team 2 based on the customer requesting it.  If it doesn't meet any of the individual Support Team queue conditions or the customer's support team doesn't have any agents available, it goes to the main queue where someone from any team can pick up the chat.  All agents are part of one Support Team queue as well as the Support Main queue. This works great for sorting all incoming chats and handling "unsortable" chats by sending them to the Support Main queue.

The assignment rule used on these queues has Reassign on timeout set to true and After timeout presence set to Away.

Note: We have more than two support teams and plan for more in the future, I just used two in this example to simplify this post!

The Problem:

We're running into an issue when an agent is available in a support team queue but does not accept a chat before it times out. For example:

1. One agent in Support Team 1 queue is Available and one agent in Support Team 2 queue is Available. (which means they are also both Available in the Support Main queue)
2. A chat is started by a customer of Support Team 1.
3. The queue condition scripts see that the customer is supported by Support Team 1 and an agent in the Support Team 1 is currently available and assigns the chat to this queue. (things are working well at this point)
4. The agent in Support Team 1 is busy/distracted and does not accept the chat before it times out.  Based on assignment rule, the agent is now set to Away.
5. The chat goes into limbo because there are no other available agents in Support Team 1.  The customer doesn't receive any updates, the chat doesn't close, and the chat is not moved to a different queue.  The available agent in Support Team 2 (and the Main queue) is never given a chance to accept the chat because the chat is now in the Support Team 1 queue and stays there.

Similarly, if an agent or manager transfers a chat to Support Team 1 and no one is Available in that queue, it just sits in limbo when it would be better to assign it to the Support Main queue.

Does anyone have any ideas for getting a chat to go to a different queue when agents are no longer available in the current queue?  This could mean just sending these limbo chats to the Support Main queue or having them run through all the queue conditions again, either would be fine.

I'm not sure if I'm missing a setting/configuration somewhere that will do this OOB or if I might need some sort of business rule or what?  Thanks in advance!

[Kobe1]

Hi,

We are facing the same question. Did you find any solution for this?

Thanks

[srvalw92]

@Juan25 , Did you get solution for the same?
We are having similar sort of situation which is not resolved.
Thanks