In Chat assignment rule, "assign by" set to "Last assigned" does not work

[rohanlimaye]

In Chat assignment rule when assign by field changed to "Last assigned" it should assign the work items to the agent who has gone longest time without assigned work according to ServiceNow docs.

But the behavior observed is if Agent A and Agent B are available with same capacity and chats are coming one after the other, those always go to agent A as routing logic selects agent alphabetically. Ideally if agent A has already answered 1 chat the next chat should go to agent B as that agent has not been assigned work longer time than A. Can some one tell me if this is bug in the platform or any other setting required to distribute work item equally.

[Willem]

Is skill handling enabled? Is there a difference in skill?

Skill handling

Check boxes that enable skill-based work assignments: Enable skills: Route work items to agents with the appropriate skills. Enforce mandatory skills: Route work items to agents with mandatory (required) skills.

If what you describe is the handling, it is a bug. The handling described by ServiceNow is as follows:

Last Assigned: Routes a work item to the agent who has gone the longest without being assigned work.

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/advanced-work-assignm...

I would suggest contacting Hi Support for this, they can connect to your instance and investigate the possible cause.

[Willem]

@rohanlimaye 

Hope you are doing well.

Is your question resolved? Or do we need to follow-up on this?

Please mark the answer as correct if it solves your question. This will help others who are looking for a similar solution. Also marking this answer as correct takes the post of the unsolved list.
Thanks.

Kind regards,

Willem

[rohanlimaye · Accepted solution]

Hi Willem,

Thanks for your reply. I had raised a HI ticket and ServiceNow support confirmed that this issue is fixed in Orlando Patch 7 and it is not reproduceable in that version.

We are yet to upgrade and test but if anyone faces this issue please try this solution.

[Willem]

Thanks for sharing! Have they told you what caused the issue or how they solved it?