Virtual Agent Call Routing Issue – Call not transferring to another agent in Service Operations Work

[DurgeshMunne]

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:

1. Are there any specific configurations in Service Operations Workspace that control call routing/transfer?
2. Could this be related to assignment rules, agent availability, or AWA (Advanced Work Assignment)?
3. 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!

[Tanushree Maiti]

Hi @DurgeshMunne 

Refer these links:

KB0955675 Virtual Agent is unable to Transfer to Live Agent due to unexpected AWA Queue 'work item r... 

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/agent-chat-not-connecting-to-ava...

https://www.servicenow.com/community/virtual-agent-nlu-forum/virtual-agent-quot-routing-to-live-agen...