User Language condition is not being respected when routing non-English chats - Known Error

User Language condition is not being respected when routing non-English chats Description User Language condition is not being respected when routing non-English chats

Steps to Reproduce

This is reproducible in San Diego Patch 7 and Rome Patch 10 Hot Fix 2

1. Set up two AWA queues: English and French Canadian (the 'sp' portal is used in this example) 2. Use the following conditions for each:

English queue: context.portal | is | sp User Language | is not | fq

French queue: context.portal | is | sp User Language | contains | fq

3. Create or use an OOB Assignment Group for each queue. 4. Open up an incognito window for the user, and use your other browser session for the Agent. 5. Change the user's language to French Canada 6. From the SP portal, have the user request a live agent via Virtual Agent 7. Check the awa_work_item table and see which queue is utilized

Expected behavior: Chats should route to the French queue if the "User Language" is set to French Canada on the interaction record. Actual behavior: Chats are routed to the English queue

Other notes: This was also tested with Spanish instead of French Canadian, with the same end result.

Workaround The interaction.user_language field is used for reporting and is not set until the interaction is closed. This would be too late for the field to be used for AWA routing.

As an alternative, routing by language can be accomplished using opened_for.preferred_language (the requestor's preferred language) or by using context.u_liveagent_language (the interaction context variable indicating the requestor session language for this chat).