How to monitor currently active chat sessions
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07-31-2017 06:19 AM
Good day ServiceNow gurus! I'm new to the community so please go light on me.
I'm currently designing a reporting dashboard for a company I work with. In addition, I would need to come up with a simple app that can assist our ticket dispatchers in assigning users connecting via the chat.
My deliverables are as follows:
1. The app needs the ability to tell which helpdesk analyst/s have an active chat session and which is available
2. Come up with an automated solution to easily distinguish that an incident ticket was initiated via chat
I have scoured the APIs on the developer portal but to no avail. Perhaps you can point me to the right direction in order to accomplish such.
Thanks in advance and I'm really looking forward for your kind responses.
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07-31-2017 11:51 AM
You may want to look at this article as it explains some of the tables. Its a little dated, but many are still applicable.
When a chat has started, a record in the chat_queue_entry table will reflect the current state. That will help you address item 1. Then for item too you can modify the Connect Action to set the "Contact Type" or some field in the target record to chat. Contact type is an out of the box field on Incident.
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09-28-2017 11:49 AM
Hi,
i have an suggestion for your point#2, Come up with an automated solution to easily distinguish that an incident ticket was initiated via chat.
"Introduce a new field called contact_type and include chat as option. While creating the ticket from chat update this field to reflect chat as value."
