Hi All,
Requirement:
We have a requirement to create a custom greeting topic in virtual agent designer where:
1. When a user who does not have 'sn_hr_core.basic' role or is not a Manager(with at least 1 direct reportee) initiates the chat, he will be connected to 'IT Service Desk' queue's agent.
2. When a user who has either 'sn_hr_core.basic' role or is a Manager(with at least 1 direct reportee) initiates the chat, he will be prompted to select from 'IT' or 'HR'.
a. If that user selects 'IT', he will be connected to 'IT Service Desk' queue's agent.
b. If that user selects 'HR', he will be displayed 3 more options to selected from as shown in image below:
b.1 Now, if user selects 'I9 Support', user should be connected to 'I9 Support' queue's agent.
b.2 If user selects 'Payroll/Time Keeping', user should be connected to 'Payroll/Time Keeping' queue's agent.
b.3 If user selects 'Other HR Inquiries', user should be connected to 'Other HR Inquiries' queue's agent.
Configurations made to achieve it: Queues for each of above HR options are configured (with no schedule, no conditions). The assignment rules configurations is same for all queues of HR, only group is different for each queue, example:
For IT queue:
VA Topic Flow is attached to Setup Topic within 'Settings' and please find the flow in the word doc 'Topic Flow and Conditions Doc' attached below.
Issue:
Step1. User initiates session and if he has either 'sn_hr_core.basic' role or is a Manager(with at least 1 direct reportee), he will be prompted to select from 'IT' or 'HR'.
Step2. User selects HR then 3 more HR options are displayed. User selects any of them.
Step3. Even after agent from that selected queue is 'Available', agent is not connected to the user and flow ends.
Thanks,
Arunima Rai
