Agent Chat Timeout Alternate Queue

[Kevin Paterson]

Hi 

We have Agent chat setup and have timeout settings for when work items will time out.  We have this set to 3 mins. 

The issue we want to solve is:

When an agent is in the available state but is unable to answer the live chat offer in time the user receives no agents are available to chat right now. etc etc.

This can be amended to say whatever we like. 

We can also increase the timeout period if we wanted which ideally we don't want to do.

Is there any way to instead of auto ending that conversation in this scenario to offer the user to be routed to a holding queue or to create a new interaction record to trigger someone from the Service Desk team to callback the user. 

The callback method is not important as the technician can reach out to the user via direct message or phone etc.  The main thing is being able to trigger the creation of a call back record (Interaction) but also give the user the option to choose whether they want to create this record or not.

[Kevin Paterson]

So I managed to get something configured for a callback scenario not exactly another queue but it provides the functionality I was looking for.

So in an AWA (Advanced Work Assignment Queue)  you have the option for a queue trigger.

Create and manage queue triggers (servicenow.com)

The trigger has two trigger types. Max Wait and Wait Time.

I used the Max Wait time as this is when the user waiting for a live agent gets told there are no available agents.

From there i can trigger a Flow action or a Virtual Agent Topic.

I created a Virtual Agent topic specifically to ask the user if they want to log a callback which can create whatever record you so want, I just get the topic to create an Interaction record it asks the user what they wanted, stores that in the interaction record (essentially a callback followup record.)

The Service Desk consultant can then pickup that interaction and read the details of what the user wanted. Link that interaction to an existing incident or request or create a new incident/request from that record.