Chat Agents are assigned one or more skills in Live Assist for Dynamics 365. When a chat is initiated, it is routed to a specific skill. There are 3 configuration options for how the routing is achieved:
- Manual: All available agents with the associated skill are notified of the chat. An agent is then able to accept the chat. The chat is removed from the queue of all other agents.
- Automatic: Live Assist for Dynamics 365 will select the most available agent and provide the chat to the agent.
- Advanced: Live Assist for Dynamics 365 will find the most available agent and notify them of the chat. If the agent doesn’t accept the chat then the agent is placed in an “away” state, and the next most available agent is offered the chat. This continues until an agent accepts the chat.
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