How can an agent be available for only a specific channel in Advanced Work Assignment?

[Howard Baker]

I have a use case in which agents belong to the groups in both the Case and Chat queues, but they need to be able to become available only for cases. I have tried making a custom presence state "Available for Chat" for the Chat queue, but if an agent selects either of the available states, they become available for all channels.

[Ratnakar7 · Accepted solution]

Hi @Howard Baker ,

In Advanced Work Assignment, it is not possible to restrict an agent's availability to a specific channel. The presence states are designed to represent the agent's overall availability, not availability for a specific channel.

One possible workaround could be to create separate groups for each channel (i.e., one group for the Case queue and another group for the Chat queue) and then assign agents to the appropriate group based on their skills and availability. This way, agents can become available for only the channel they are assigned to.

If my response was helpful in resolving the issue, please consider accepting it as a solution by clicking on the ✅Accept solution button and giving it a thumbs up 👍. This will benefit others who may have a similar question in the future.

Thank you!

Ratnakar

[cliff11]

try this? https://www.servicenow.com/community/itsm-forum/can-agents-go-available-to-multiple-service-channels...