New Service Channel on Interaction table

[Akansha Gupta]

Hi All,

we are working on a requirement where we need multiple service channel on Interaction table (for different Live Chat configured) due to below cases:

1. Team A is using OOB 'Chat' service channel with Max capacity as 4 for Live Chat1

2. Team B is using OOB 'Chat' service channel with Max capacity as 2 for Live Chat2

The problem is that in work item table, it is showing conflicting data for Max capacity.

Anyone has worked on similar requirement of creating multiple service channel on Interaction table.

Thanks

Akansha Gupta

[Laveena-Agarwal]

Hi @Akansha Gupta 

I have worked on AWA and Interaction. Could you please add one example to explain more on your use case

[Akansha Gupta]

Hi @Laveena-Agarwal - can i please ask your support on another AWA query :

As per SN doc, 

But in our env, when agents are unavailable, it is not queuing but directly showing unavailable message. Can you please guide what configuration i need to make so it start queuing the chat on agent unavailability.

[Laveena-Agarwal · Accepted solution]

Hi,

Agent will be unavailable, but work item state should be "Queued"(awa_work_item) - this OOB behavior (if it has capacity left). Once the agent is available it will assign the chat based on availability.

[Akansha Gupta]

Hi @Laveena-Agarwal - i am trying to achieve exact same functionality. But in my env, it is showing unavailable message directly if all agents are unavailable. And the work item is not getting created.
Could you please guide what all configurations i need to check as below are already in place:
1. Service Channel - we are using OOB 'Chat' with Max capacity as 4

2. Queue : using Chat Service Channel and Max wait time as 15 min 
3. Assignment eligibility - containing the required assignment rule and group details