Hi,
I'm working on the ServiceNow platform and have been tasked with creating a Virtual Agent that initiates a live chat during the incident creation process. The flow should prompt the end user with an option to connect to a live agent.
Currently, I'm encountering an issue with the escalation process. When a user chooses to connect to a live agent but no Tier 1 agents are available, I want the system to automatically escalate the chat to the Tier 2 queue.
I've tried configuring a trigger using the "Connect to queue - Tier 2" action, but the escalation doesn't occur as expected. The logs indicate that the trigger is firing, but the user is not getting connected to a Tier 2 agent.
Could you advise on how to properly configure the escalation from Tier 1 to Tier 2 when no Tier 1 agents are available?
Thanks
