Live Assist for Microsoft Dynamics 365 can route a visitor to a variety of agents depending on the visitors requirements at the start of an engagement. The visitors' requirements can be collected and acted on though the use of pre-chat survey routing.
Pre-chat routing works by presenting a visitor with a series of questions, such as "What language do you prefer?" or "Is your query regarding Sales, or Technical Support?". Live Assist will then route the visitor to a relevant Skill Group based on their answer to the question presented, such as "Sales".
It is possible that a visitor's engagement are routed based on skill, however the engagement may not be routed to an agent. If there are no agents available in the enagement's skill-group, then even if a different-skill, with different agents, was chosen during the pre-chat survey, the engagement will not be routed. In this case, the engagement should be configured such that the route hits all agents, and then separate these routes out by pre-chat surveys otherwise the engagement will not be available when agents are ready to grab chats.
To set this up, please follow these instructions:
1. On the Engagement Window Select the 'Pre-chat survey' View, and set up a routing question
2. Select the answers to the question below, and the skill you would like them to route to.
3. Now, your incoming chats will be routed to agents depending on the skills you have assigned.
For more information on Managing Skill Groups see: Managing Skills and Users