Rocket.chat: [BUG] Livechat: Least amount routing method isn't counting open chats

[hmagarotto]

Description:

The Least amount routing method is counting overall agent chats.
The counter is not the number of currently opened chats.
If one agent is out for a period (example: vacation), when he comes back, he will receive all chats until reach the count of other agents.

Steps to reproduce:

1. Configure 2 livechat agents
2. Login with agent 1 and finish 5 chats
3. Login with agent 1 and agent 2
4. Start new chats
5. All new chats will be routed to agent 2 until it reaches 5 chats (number of chats routed to agent 1)

Expected behavior:

The agent with the least amount of open chats is paired with the incoming livechat.

Actual behavior:

The agent with the least amount of overall chats is paired with the incoming livechat.

Documentation isn't clear about this. (https://rocket.chat/docs/administrator-guides/livechat/livechat-queues/#round-robin)

Server Setup Information:

• Version of Rocket.Chat Server: 0.73.2
• Operating System: Linux / docker official image
• Deployment Method: docker

[renatobecker-zz]

Hi @hmagarotto!

Yeah, we have already detected that we need to improve the routing method stuff, we have plans to work on it very soon.

Thanks.

[vizarch]

Hi, was something done in this topic? :)

Could you show how to reset this counter? It maybe temporary solution, to reset counter everyday.

[renatobecker-zz]

Hi!

Yes, we have improved our routing system over the last months, we have now a new algorithm, it's called by Load Balancing routing method.
When running this method, the number of chats is not stored anymore, the new algorithm address the new chats based on the current open chats, it's a real-time approach.
But, this new algorithm is an Enterprise feature, so you'll need to get an Enterprise license to have access to it.

Thanks.

[vizarch]

Simple workaround: https://github.com/vizarch/fix-rocketchat-livechat-routing