Live Agent allows transfers to agents who are not a part of "ABC group"

[smitaD]

Live Agent allows transfers to agents who are not a part of "ABC group"

How to connect live agent to only for particular group member only and transfer the chat withing group if any one is not available

Please let me know if any one has any solution on it.

[Ahana 01]

Sure, you can configure the Live Agent in ServiceNow to only allow transfers within a specific group. Here are the steps:

1. Navigate to "Collaboration > Live Agent > Agent Chat Queue".
2. Click on "New" to create a new queue or select an existing queue to modify.
3. In the "Group" field, select the group you want to restrict the chat transfers to.
4. Save the changes.

Now, only agents who are part of the selected group will be able to receive transferred chats. If an agent is not available, the chat will be transferred to another agent within the same group.

Please note that this configuration will not prevent agents from initiating a chat transfer to an agent outside of their group. To enforce this restriction, you would need to customize the Live Agent script or create a business rule.

Here is a sample script that checks if the target agent is part of the same group before allowing the transfer:

javascript
var targetAgent = new GlideRecord('sys_user');
targetAgent.get(targetAgentID);
var targetGroup = targetAgent.u_group;

var currentAgent = new GlideRecord('sys_user');
currentAgent.get(gs.getUserID());
var currentGroup = currentAgent.u_group;

if (targetGroup != currentGroup) {
gs.addErrorMessage('You can only transfer chats to agents in your group.');
return false;
}

This script should be added to the "Before" business rule for the "Live Chat Transfers" table (live_chat_transfers). The business rule should be set to run when a record is inserted.

Please note that this is a simplified example and may need to be adjusted based on your specific requirements and ServiceNow configuration.

nowKB.com

[Dr Atul G- LNG]

Hi @smitaD 

https://www.servicenow.com/community/virtual-agent-nlu-forum/can-you-restrict-virtual-agent-to-a-spe...

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/conce...