Chat Agents are assigned one or more skills in Live Assist for Microsoft 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.
- Auto-accept: Live Assist will automatically accept chats on arrival. The chat is routed to the most available agent and automatically accepted.
- Advanced: Live Assist 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.
See Automated Chat Distribution for more information.