Some operators work in the same department and consult customers in specific fields. Group your operators so that a chat can be assigned not only on individual operator but on group of operators (the system will choose one). The competency level of each operator can be measured from 1 to 100. Each operator can be a part of many groups.
The specific operator of the group can be chosen according to settings in the section Operators - Rules of selecting specific operator from group. Therefore, the system can choose the least busy operator or the most skilled operator.