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 in a round-robin manner across available agents.

To improve transparency, the Chat Assignment Log lets you see why a chat was assigned to a particular agent. This helps resolve concerns such as: “The agent was online and available, so why wasn’t the chat assigned to them?”

How it works

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

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

• For each rule, you’ll see:

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

  • The number of chats each agent was already handling

With this context, admins can clearly understand how the system made its assignment decision.