Our team is taking steps to configure chat routing with the pre-chat form functionality in conjunction with the Departments functionality.
Current Challenge & Desired Outcome
Based off of this article and some testing, it looks like expected behavior is for unassigned chats to wait in queue until the next available agent within the respective department is available (i.e. they remain within that single department).
Is it possible to configure something like "after X min waiting in selected department, re-route to next available agent across all departments" ?
What I've tried so far
- Confirming expected behavior
- Exploring some settings to see if this is even technically feasible but, so far, no luck.