Chat functionality in Service Operations Workspace

[Priyankamahajan]

Just like we have Chat functionality in our Instance, is it possible to get similar thing in Service Operations Workspace, so that the available agents can be notified about the interactions coming in the queue..

[Sandeep Rajput]

@Priyankamahajan This is already a feature in Service Operations Workspace please find the details in here https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-operation....

Please mark the response helpful and accepted solution if it answers your question.

[Priyankamahajan]

Thanks for replying Sandeep, but as u know there can be n number of interactions going on and new ones lining up in the queue, so if the available agents are busy with existing interactions, will they get notified about the new interactions coming in. If yes, where can it be seen?

[Sandeep Rajput]

@Priyankamahajan Such interactions can be handled via Advanced Work Assignments(AWA) I recommend you to go through this feature in detail here https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/advanced-work-as...

[Sid_Takali]

Hi @Priyankamahajan 

Specify pools of agents eligible to receive overflow work assignments for a queue. An eligible assignment pool can consist of one or more groups of agents available to work on items in the queue. This feature enables Advanced Work Assignment to find a qualified agent from a wider pool of agents. 

queue overflow handling