Chat Assignment Log

When a chat is routed to a human agent, it follows the assignment rules defined in the “Talk to Human” block. These rules distribute chats among available agents using a round-robin method.

To provide transparency, the Chat Assignment Log shows the exact reason a chat was assigned to a particular agent.

This helps clarify questions like: “If the agent was online and available, why didn’t they receive the chat?”

How It Works

• On the Live Chat page, click View Log to see the assignment snapshot.

• The log captures the exact conditions at the time of assignment.

• For each rule, you’ll find:

  • The status of each agent (available, offline, away, etc.)

  • The number of chats each agent was already handling

With this information, admins gain a clear view of how the system determined its assignment.