Virtual Agent routing to different live agent queues based on portal

George_1 · yesterday

I have virtual agent enabled for SP & ESC.

My requirement is that when an end user requests to connect to a live agent:

Users coming from Service Portal should be routed to Queue A
Users coming from Employee Service Center should be routed to Queue B

However, currently users from both portals are being routed to the same queue.

I have already tried configuring:

Work Assignments
Agent Chat Configuration (sp_agent_chat_config)

but neither approach seems to differentiate the routing based on the portal from which the chat was initiated.

Has anyone implemented queue routing based on the originating portal?

Anand__99 · 9 hours ago

Hi @George_1 ,

Share screenshots of your "Agent Chat Configuration".

Make sure your configuration define the correct chat queue:

(function ($sp) {    
 return {        
 chat_queue: $sp.getValue('chat_queue')    
 };
})($sp);

The order field for your custom configuration is set to the lowest order for the portal. Only one configuration apply per portal.

Also refer this : https://www.servicenow.com/docs/r/platform-user-interface/service-portal/configure-va-in-sp.html

Thanks

Anand

George_1 · 8 hours ago

Anand__99 · 6 hours ago

Hi @George_1 ,

I can't see anything in your screenshot.

However, I found the solution. you don't need an Agent Chat Configuration to redirect users from one portal to a specific queue.

You need to define this in your Queue record Condition field (Refer image)

Open Queue record

Select Condition mode as Simple (or Advanced)

Simple -> Context.portal IS sp

Advanced

(function executeCondition(/* glide record */ current) { 
     if(current.context.u_liveagent_portal == 'sp'){
          return true;
      }
return false;
})(current);

Thanks

Anand