Quick question on Omni/Live Agent Chat:
Doing some testing, I was the only user logged in as available to chat. I sent a chat through and ignored it so it got routed back to the Queue (no other users logged in). If I'm the only logged-in user and I miss a chat, does it ever get re-routed back to me?
I tried choosing a Busy status, then went back to Available, but it continued to sit in the queue. When a second chat was sent, I received the new one, and not the original one that had been queued for a while.
Is this standard? I know there will be times when only one of our users is logged in to chat, so this may occur. I wouldn't want the chat getting stuck in a queue forever if the user happens to overlook it.
Thank you!
Sorry @Shannon Resch , You're right. I re-checked this in my org and a chat request seems to be re-routed when the agent changes the status but only if at least another one agent is available.
Work item is routed to only one agent in omni-channel routing. (On the other hand, All available agent can access a chat request in skill-based routing) So, In omni-channel routing, I think the work item lose a place to go and will be lost when the agent who are only availbale rejects/changes status unavailable.
Anyway, the description in the help is confusing...
