{"version":"1.0","provider_name":"Integrated Customer Engagement (ICE)","provider_url":"https:\/\/help.enterice.com\/ice","author_name":"prashant","author_url":"https:\/\/help.enterice.com\/ice\/author\/prashant\/","title":"Queue Routing - Integrated Customer Engagement (ICE)","type":"rich","width":600,"height":338,"html":"<blockquote class=\"wp-embedded-content\" data-secret=\"JycYap6upb\"><a href=\"https:\/\/help.enterice.com\/ice\/documentation\/icechat\/visitor-console\/queue-routing\/\">Queue Routing<\/a><\/blockquote><iframe sandbox=\"allow-scripts\" security=\"restricted\" src=\"https:\/\/help.enterice.com\/ice\/documentation\/icechat\/visitor-console\/queue-routing\/embed\/#?secret=JycYap6upb\" width=\"600\" height=\"338\" title=\"&#8220;Queue Routing&#8221; &#8212; Integrated Customer Engagement (ICE)\" data-secret=\"JycYap6upb\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" class=\"wp-embedded-content\"><\/iframe><script type=\"text\/javascript\">\n\/* <![CDATA[ *\/\n\/*! This file is auto-generated *\/\n!function(d,l){\"use strict\";l.querySelector&&d.addEventListener&&\"undefined\"!=typeof URL&&(d.wp=d.wp||{},d.wp.receiveEmbedMessage||(d.wp.receiveEmbedMessage=function(e){var t=e.data;if((t||t.secret||t.message||t.value)&&!\/[^a-zA-Z0-9]\/.test(t.secret)){for(var s,r,n,a=l.querySelectorAll('iframe[data-secret=\"'+t.secret+'\"]'),o=l.querySelectorAll('blockquote[data-secret=\"'+t.secret+'\"]'),c=new RegExp(\"^https?:$\",\"i\"),i=0;i<o.length;i++)o[i].style.display=\"none\";for(i=0;i<a.length;i++)s=a[i],e.source===s.contentWindow&&(s.removeAttribute(\"style\"),\"height\"===t.message?(1e3<(r=parseInt(t.value,10))?r=1e3:~~r<200&&(r=200),s.height=r):\"link\"===t.message&&(r=new URL(s.getAttribute(\"src\")),n=new URL(t.value),c.test(n.protocol))&&n.host===r.host&&l.activeElement===s&&(d.top.location.href=t.value))}},d.addEventListener(\"message\",d.wp.receiveEmbedMessage,!1),l.addEventListener(\"DOMContentLoaded\",function(){for(var e,t,s=l.querySelectorAll(\"iframe.wp-embedded-content\"),r=0;r<s.length;r++)(t=(e=s[r]).getAttribute(\"data-secret\"))||(t=Math.random().toString(36).substring(2,12),e.src+=\"#?secret=\"+t,e.setAttribute(\"data-secret\",t)),e.contentWindow.postMessage({message:\"ready\",secret:t},\"*\")},!1)))}(window,document);\n\/* ]]> *\/\n<\/script>\n","description":"The Queue Routing in ICE, also known as Skills-based Routing is a method used to route chats based on skills to the respective agents, supervisors and overflow agents equally. Queue Routing helps to calculate the estimated wait time with precision. Also, the agent availability can be tracked and monitored. Now, there are two scenarios to [&hellip;]"}