Ability to create chat queues per language and have specific agents assigned to each queue

[TG3]

Hi Team,

We have HR Agents serving employees in 8 languages, and the profile language for the agent themselves is ENGLISH, as they use Case Management in English. However the employees calling in over the Live Agent Chat could be FRENCH/SPANISH, etc.

In the current setup, when an HR Agent accepts the chat, an automated welcome message goes out in English (because the Agent's profile language is English), whereas the calling employee is FRENCH, hence causing a bad experience for the employee.

What is the solution for this? Is there an ability to create chat queues per language and have specific agents assigned to each queue ?

[trishjohnson]

Absolutely there is.  We are servicing 11 languages in our HR VA/Live Chat. 

These all route to specific Language based assignment groups. 🙂

[Inactive_Us1738]

Hi trishjohnson,

Please let me know in order to bring Region and language on the form, have you installed any plugin or are they custom defined fileds.

Here "We have a requirement with respect to servicenow connect chat, here as soon as user click on chat icon, chat window should pop-up with selection of language, based on selection of language, chat should be routed to support group based on language selection. If there are no support members it should prompt with "no support group members in the current chat window"

Thanks, Jay

[JR1]

Hi Trish is that connect chat? for live agent chat i do not believe it works the same way

[Alex Coope - SN]

JR, 

So there's a few interesting things here,

It is possible to define a Live Agent Queue per language (either Connect as per @trishjohnson shows or differently for Agent Chat), it would look something like this per language and therefore per routing:

Then you'd need to define the suitable AWA Eligibility to route to the right group as per here on docs,


Many thanks,
Kind regards