How to loop the notify to agents about the connection to the live agent

[y_murakami]

I have a question about chatting on the service portal.
I would like to know how to loop notify agents when connecting from a virtual agent to a live agent.

For example, if there are two agents with "available" status, and both of them ignore the connection request, the request to the agent ends and the user remains waiting, in the current setting.

I want the first person to be re-notified (re-requested) after the request to the second person has expired.

Please let me know if there is a way to set it like this.

[Sandhya Bellann · Accepted solution]

In the Assignment Rule, select "Reassign on Timeout"

Reference: https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/advanced-work-assignment/task/awa-create-assignment-rule.html

Rejection handling

Specify how work items are rejected and handled. Allow agents to reject: Enable agents to reject work items in their inbox. Reassign on timeout: Enable reassignment of work items not accepted or rejected by agents within the specified timeout period: Timeout value (Days and Hours, Minutes, Seconds): Length of time allowed for an agent to accept or reject a work item before the assignment times out (ends) and is reassigned to another agent. Timeout presence state: Agent availability state after the timeout occurs: Available, Away, or Offline.

[Bill W1]

how was this helpful to answering the question?

if three people are availalble and they reject because they are 'busy' but by the time the third person rejects, the first is now available again, the chat session just goes to abandoned...

[blakemolmen]

I believe the answer to this question actually lies in the "Reject Reasons"

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/workspace/task/reassign...

Reassign rejected or timed-out work items

Tokyo

Configure whether an agent who rejected a work item is eligible to be offered the same work item.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Advanced Work Assignment > Settings > Reject Reasons.
2. Click the reason record you want to change.
3. On the form, configure the Reassignable field:
   • If you want to have an agent who rejected a work item be eligible to be offered the same work item, select the Reassignable field.
   • If you do not want to have an agent who rejected a work item be eligible to be offered the same work item, unselect the Reassignable field.

[cassie-le]

Exactly what I was after! thanks very much 🙂