Email or Workspace Notification when Agents have Missed Chats

[juisel]

In ServiceNow Agent Chat,

Is there a way for the system to send an email or workspace notification to the supervisors when a Chat was missed due to Max Wait Time Out or when there were no Agents available? 

Is there  a way to send a notification or email to the the supervisors or Agents when all available Agents are maxxed out their concurrent chat or all are busy? 

Thank you,
Justin

[Tushar]

Hi @juisel 

I think you can create a Business Rule that triggers on the Chat Queue Entry table when all agents are busy (e.g., all concurrent chat slots are occupied) and in the Business Rule script, add logic to send an email or create a workspace notification.

Thanks,

Tushar