Transfer Live chat in another queue after some wait time.

srvalw92
Tera Contributor

‎03-05-2024 11:06 AM

Can we automatically transfer the Live chat to another Global Queue after some wait time like 15 mins?

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Sumanth16
Kilo Patron

‎03-05-2024 11:08 AM

Hi @srvalw92 ,

 

the Queue Triggers functionality in Utah. This feature provides the functionality for you to add entry points back into the Virtual Agent flow.

 

Queue Triggers enable actions to be conducted after a particular amount of time has passed for a customer waiting to be connected to a live agent.

 

Two trigger types exist:

  • Wait Time: Customer remains in the queue after action takes place.
  • Max Wait Time: Customer is removed from the queue, with next steps presented to them via actions.

Sumanth16_0-1709665680411.png

 

 

Once the trigger time has been achieved, then you are able to perform the following actions:

Action Types

Wait Time Triggers

Max Wait Time Triggers

In-Queue Messages

✔

✔

Invoke flows/sub-flows

✔

✔

Switch into new topics

 

✔

 

In your scenario, you could set the Max Wait Time trigger to 3 minutes, so, after a user has been waiting that long, they are then directed into a Virtual Agent topic that asks them to create a service ticket.

 

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

 

Thanks & Regards,

Sumanth Meda

srvalw92
Tera Contributor
In response to Sumanth16

‎03-05-2024 11:16 AM - edited ‎03-05-2024 11:32 AM

Hi @Sumanth16 , Thanks for quick response.

How can we enable "New" option in Queue Trigger Tabs under related list?

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Sumanth16
Kilo Patron
In response to srvalw92

‎03-05-2024 11:47 AM

Hi @srvalw92 ,

 

Before you begin

Role required: awa_admin or admin

Procedure

  1. Navigate to the queue settings through one of the following navigation paths:
    • All > Advanced Work Assignment > Home.

      In the Essential settings section, select Set up queues.

    • All > Advanced Work Assignment > Queues.
  2. Select the queue.
  3. Select the Queue Triggers related list.
    • To create a queue trigger, select New.
    • To change a queue trigger, select the queue trigger record to be updated.
  4. On the form, fill in the fields.
     
     

    If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

     

    Thanks & Regards,

    Sumanth Meda

srvalw92
Tera Contributor
In response to Sumanth16

‎03-05-2024 04:08 PM - edited ‎03-05-2024 04:10 PM

I have checked , the role is already "awa_admin", but still can't see  "New" button in queue trigger Related List.

Is there any additional settings i need to check?

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