Routing is a two-part process: agents are assigned to skills, and then chats can be routed to skill groups based on the skill required by the chat, the properties of the consumer, the visitor browsing behavior, the page that the chat originated on, or campaigns that you create. Live Assist includes an Automatic Chat Distribution (ACD) engine for the purposes of finding the right agent. The Live Assist ACD can be set to: notify all skilled agents of a chat opportunity until one person manually accepts it; automatically assign and open the chat with the next most available, appropriately-skilled agent according to an algorithm; or offer the chat to the next most available agent and see if she accepts it. If she does not, then the ACD moves on to the next most available agent.
See also:
Automated Chat Distribution (ACD)
How a Routing Question can help improve your service