agent-1, because he has
0count and is the first in order, and the
agent-1's count will be increased to
agent-2and so on until all agents have one chat each. So the next round comes, starting with
Incoming Livechatssection to all agents. So any agent can take a new incoming chat.
External Serviceto integrate your own agent routing rule into Livechat.
External Serviceas the Livechat routing method, you must define the
External Queue Service URLand
Secret Tokensettings in the omnichannel admin panel.
External Queue Service URLand the setting
Secret Tokenis sent as a header
X-RocketChat-Secret-Token, so you can validate if the request came from the Rocket.Chat.
usernamethe field represents a valid Livechat agent and then follows the normal process flow.