Join the #BuildWithBuildAgent Challenge! Get recognized, earn exclusive swag, and inspire the ServiceNow Community with what you can build using Build Agent.  Join the Challenge.

Reassign chats back to queue - Agent workspace

Ruchi Kumari1
Tera Expert

46m ago

Hi,

I am working on a requirement where chats need to be transferred back to the queue when there's technical or VDI issues occuring on the currently assigned service desk agent’s end.


As the assignment is controlled by defining the queues and capacity at AWA end, Is this is feasible ? or any workaround? 

0 Helpfuls
  • 32 Views
1 REPLY 1

Dr Atul G- LNG
Tera Patron
Tera Patron

42m ago

Hi @Ruchi Kumari1 

No, based on my experience with the latest VA implementation, once a chat comes in requesting a live agent, you can only transfer it, and the agent needs to accept it. If it is not accepted in time, the user will get a ‘No live agent available’ message.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls