Advanced Work Assignment - Agent Chat

[Anne25]

Hello,

This is quite confusing for me and would appreciate if anyone responds. Scenario is we have two support groups.

1. Customer Support Group 

2. Employee Support Group

Chat will be routed based on the user who initiated a chat, right? Initially an interaction record from a customer (without employee ID) will be assigned to Customer Support Group and will be automatically assigned to the agent who accepts the chat. Same with an interaction record from an employee (with employee ID) will be assigned to Employee Support Group and will be automatically assigned to the agent who accepts the chat.

What I'm trying to do is to route first on a queue group before it will be assigned to specific group. Like for example, two newly created groups for queueing purposes.

1. Customer Queue group (some members from Customer Support Group are not included here)
2. Employee Queue group (some members from Employee Support Group are not included here)

* Customer initiated a chat > Will be routed to available members of Customer Queue group > Agent accepts the chat > Interaction will be assigned to Customer Support Group.
* Employee initiated a chat > Will be routed to available members of Employee Queue group > Agent accepts the chat > Interaction will be assigned to Employee Support Group.

Is this possible? tried using group queue priorities tab in related list but the routing seems to be incorrect.

Thank you!

[Paul Deonarine3]

1. Create two new queue groups: "Customer Queue Group" and "Employee Queue Group". You can do this by navigating to "Chat Queue Groups" in the ServiceNow navigator and clicking "New". Add the appropriate members to each group.

2. Create two new routing rules: one for customer-initiated chats and one for employee-initiated chats. You can do this by navigating to "Chat Routing Rules" in the ServiceNow navigator and clicking "New".

3. In each routing rule, set the "Initial queue" field to the appropriate queue group ("Customer Queue Group" for customer-initiated chats, "Employee Queue Group" for employee-initiated chats).

4. In each routing rule, set the "Destination Group" field to the appropriate support group ("Customer Support Group" for customer-initiated chats, "Employee Support Group" for employee-initiated chats).

5. Set the priority of the routing rules to ensure that they are evaluated in the correct order. For example, you may want the customer-initiated chat rule to have a higher priority than the employee-initiated chat rule.

Once these steps are completed, chats initiated by customers will be routed to the "Customer Queue Group" before being assigned to the "Customer Support Group", and chats initiated by employees will be routed to the "Employee Queue Group" before being assigned to the "Employee Support Group". The routing rules ensure that the appropriate chat interactions are assigned to the correct support groups based on the user who initiated the chat.

[Anne25]

Hello Paul, 

Appreciate your response. Where can I find the routing rules? It seems like its not applicable for AWA.