Live chats are assigned to agents based on a round-robin method. This means chats are assigned to available agents equally in rotational order.


If there are 3 agents who are in available status and 4 chats are waiting to be assigned, then the following will happen -

Agent 1 gets the first chat

Agent 2 gets a second chat

Agent 3 gets a third chat

Agent 1 gets the fourth chat. (Round robin)

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