By default, when a customer requests a live chat with CSR, the customer's request will be placed into a default queue (queueId=0). It is then the CSR's responsibility to route the request to a more specific queue. However, you can also customize your store page to send requests directly to a defined customer care queues. To customize your store pages to send requests to a defined queue:
- Create customer care queues for your store using the WebSphere Commerce Accelerator.
- Assign these queues to CSRs.
- Keep a record of the queue IDs of the queues you have created. For example the queue ID is 10020.
- Use JavaScript to update the reqQueue variable in store JSP pages. For example, top.reqQueue="10020";.
Queue information will not be automatically updated after a CSR launches the CSR applet. If a new queue is added into the system, or an existing queue is changed, the changes will not take effect until the CSR launches the CSR applet again.
If the queue ID is not recognized by a CSR applet, the queue ID will be put back into the default queue for the CSR. This behavior does not affect the queue attribute value associated with the customer.