Virtual Agent Call Routing Issue – Call not transferring to another agent in Service Operations Work
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3 weeks ago
Hi Community,
I am facing an issue with ServiceNow Virtual Agent call routing.
When a call is made to a Service Desk agent via Virtual Agent, the call is not automatically getting routed/transferred to another available agent when required.
From initial analysis, the issue appears to be related to Service Operations Workspace, but the exact root cause is unclear.
Details:
- Call is initiated via Virtual Agent
- Expected behavior: Call should automatically route to another available agent (based on availability/assignment rules)
- Actual behavior: Call is not transferring to another agent
Observed scenarios:
- Case 1: The call is routed to another agent only when the current agent manually declines the call.
- Case 2: If the agent does not decline the call, even after the timeout of 30 seconds, the call is not routing to another available agent.
Questions:
- Are there any specific configurations in Service Operations Workspace that control call routing/transfer?
- Could this be related to assignment rules, agent availability, or AWA (Advanced Work Assignment)?
- Are there any known issues or configurations that might prevent automatic routing after timeout?
Any guidance or suggested checks would be highly appreciated.
Thanks in advance!
2 REPLIES 2
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3 weeks ago
Refer these links:
Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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3 weeks ago
The above-mentioned solutions are not applicable to our problem, as all the referenced functionalities are working correctly on our agent side.
When a call is routed to SOW and the agent neither accepts nor rejects it, the interaction record is automatically marked as complete after a 30-second timeout.
Is it possible to configure the system so that, after the session timeout, the call is routed to another available agent instead of being marked as completed?
When a call is routed to SOW and the agent neither accepts nor rejects it, the interaction record is automatically marked as complete after a 30-second timeout.
Is it possible to configure the system so that, after the session timeout, the call is routed to another available agent instead of being marked as completed?
