Unable to see the Chat queue in Agent Workspace inbox Section

Easwar1 · ‎11-15-2019

Ashutosh Munot1 · ‎11-15-2019

Hi,

See this:

https://community.servicenow.com/community?id=community_question&sys_id=1822b570db453b4013b5fb243996...

In Advance Work Assignment you have to add the Channel, then Queue and then Assignment rule.

Also go to Chat setup and do as below:

The groups used in Queue's in AWA should have role's properly assigned to them i.e. awa_agent, interaction_user and agent workspace role.

Thanks,
Ashutosh

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Alberto Consonn · ‎11-15-2019

Hi,

this is OOTB normal behavior, you will see any new chat as soon as you will be assigned to any work items.

If I have answered your question, please mark my response as correct and/or helpful so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

Alberto Consonn · ‎11-19-2019

Any update on this?

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

Easwar1 · ‎11-15-2019

If any new case created and assigned to me ... It was not Shown in my Inbox for Accept Or Reject.

Regards,

Easwar

kathyneff · ‎11-15-2019

Do you have Advanced Work Assignment turned on? Are the channels appearing when you click on 'Available', and are the check-boxes checked? If using Advanced Work Assignment, ensure you belong to a group that's assigned to the queue where the chat is being routed. Also check the capacities for the channel, and any agent overrides, to ensure you are not over capacity.