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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: suri5160 on August 09, 2016, 07:45:24 AM

Title: Chat Routing Issue
Post by: suri5160 on August 09, 2016, 07:45:24 AM

In our chat system, we have two target groups configured. Chats will get routed to any one of the group based on the business data. But once the chat get routed to group A it should not get rerouted to Group B in case of agent side issues. As we do not have overflow logic from group A to B and vice versa.

However, the chats with group A are being rerouted to group A Correctly n case of agent issues. But Group B chats are always being rerouted to Group A instead of Group B if the initial targeted agent of group B goes offline due to network or system issues.

Please help me find out the issue for this routing issue.

Title: Re: Chat Routing Issue
Post by: Tambo on August 09, 2016, 09:17:13 AM

can you upload logs of when the chat should be redirected?