Topic by Jared
We are currently using the Third Party Chat Queuing system to route a portion of all chats which are flowing into the Redbox instance. Another portion of the chats are being handled by the native chat queuing system within RightNow. The problem we are seeing happens when transferring a chat from an agent NOT using 3PQ routing to an agent who IS using the 3PQ routing.
When this happens, the 3PQ system detects the transferred chat correctly and routes it to an agent. However, RightNow *also* routes the same chat to another agent, and opens the chat workspace for the agent. Although both are happening at the same time, the RightNow agent selection happens first, and when the 3PQ system tries to open the chat workspace, it fails because it is already opening for another agent.
This is difficult for the agents, because the agents need to handle more chats simultaneously when this happens since the capacity rules within the 3PQ system are being ignored.
Resolution for this issue by setting Max Chats is not possible because of another issue, where we have to set Max Chats to 5 because sometimes chats get "stuck" in the workspace and cannot be closed until we completely restart the RightNow CX Desktop.
To fix this, RightNow needs to ignore automatic delivery for a chat once it is transferred into a queue being watched by the 3PQ system.