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How chats are routed

  1. The PureConnect Integration to Oracle Service Cloud uses the Chat API to ask Oracle Service Cloud whether there are any new chats to route. By default, chats are polled every 5 seconds.

  2. The service applies the queue set and then applies the modifier rules.

  3. The service creates an interaction as a placeholder for the chat.

  4. The CIC server routes the interaction to the correct agent.

  5. The Integration Service tells Oracle Service Cloud where the chat has been routed.

  6. The agent receives the chat in an Oracle Service Cloud pop-up window.