Live Agent

ritu_saluja · ‎08-17-2023

Even when the Live Agent are available virtual agent is not routing to a proper queue and showing no agents available message. Please help me on this

SANDEEP28 · ‎08-23-2023

@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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View solution in original post

SANDEEP28 · ‎08-21-2023

@ritu_saluja Can you send your topic flow xml or screenshot here?

ritu_saluja · ‎08-21-2023

Hello,

I have attached the xml of the topic flow.

Also attaching queues screenshots

ritu_saluja · ‎08-21-2023

@SANDEEP28 @Arpan Baishya

please help me on this

SANDEEP28 · ‎08-22-2023

@ritu_saluja I am not able to load this xml in my PDI. I found out one article which will help you.

https://www.servicenow.com/community/virtual-agent-nlu-articles/va-live-agent-support-topic-with-mul...

Can you share script which you have wrote in topic flow ? Also have you added assignment group mapping in queue under related list ?

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

ritu_saluja · ‎08-22-2023

Hello @SANDEEP28

please find the screenshot attached

HR Global

Payroll EMEA

Payroll AMER

Payroll APJ

is live agent available

Queues :-