@ritu_saluja Create flow as below
Select chat queue -->
Set queue name --> put below script in below actual expression
(function execute() {
if (vaInputs.select_chat_queue == "Payroll Case")
vaVars.LiveAgent_queue = 'HR Payroll Chat';
if (vaInputs.select_chat_queue == "Lifecycle Events")
vaVars.LiveAgent_queue = 'HR Lifecycle Events Chat';
if (vaInputs.select_chat_queue == "Talent Management")
vaVars.LiveAgent_queue = 'HR Talent Management Chat';
if (vaInputs.select_chat_queue == "Total Rewards")
vaVars.LiveAgent_queue = 'HR Total Rewards Chat';
gs.info('value of queue is '+vaVars.LiveAgent_queue);
})()
Connect to Agent --> put below script in below actual expression
(function execute() {
vaSystem.connectToAgent();
})()
Also in the condition, you need click on on "Show Related Fields" --> Go to Context --> Interaction context fields and then select "queue". Put the chat queue name as value.
Do this for all chat queues
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Hey,
Thank you for sharing the screenshots. So, referring back to what I said in my first comment, you can open the list of Interactions, personalize the list view by adding the Context column, and then open it to see whether the value for 'application' is getting set or not.
You may also want to go through the History of an Interaction record in the Calendar style (see below screenshot).
It would give you a timeline of all activities and changes that have taken place since the beginning.
Compare two Interaction records (one that has worked and one that hasn't) in this manner.
Hope this helps you.
Hello @Arpan Baishya,
I have 2 queries
1) Work item is triggering for some of the interactions but even if I am choosing different choice and made available the agent of that queue it is still routing to the previous selected queue and not to the correct one.
Like in the screenshot attached the accepted one is routing to correct queue but the pending accept and rejected one are displaying wrong queue entry as I have selected different choice
2) Work items are not triggering for other interactions as in my service channel - chat there is a utilization condition that if state of interaction is close complete or close skip it will not get created and for some of the interactions even if the live agent is available there are not routing, instead it is showing no agent available message. Also, interaction record is getting created with state closed complete and no work items are there.
Now Work item is triggering for all the interactions but even if I am choosing different choice and made available the agent of that queue it is still routing to the previous selected queue and not to the correct one.
Like in the screenshot attached the accepted one is routing to correct queue but the pending accept and rejected one are displaying wrong queue entry as I have selected different choice
Hello,
Please help me on this
I am selecting different choices and hence it should go to different queue but still it is choosing same queue for all 4 different choices
