agent work space work item routing to a group instead of a single person

[raju11]

hello everyone,

in the agent workspace instead of routing a work item to an agent, can we route it to all the agents In the same group

thanks & Regards,

Raju

[Community Alums]

Hi Raju,

Check the Routing conditions .

1. Navigate to All > Advanced Work Assignment > Settings > Queues.
   • To create a queue, click New.
   • To modify a queue, select the queue record to be updated.
2. On the form, fill in the fields.

   Field	Definition
   Name	Name of the queue. A default queue may be available for the service channel you activated through the plugins related to AWA.
   Number	Base number for the table. For more information, see Record numbering.
   Service channel	Channel to which the queue belongs. For the chat channel, define the standard messages displayed to chat users in the Chat Messages section.
   Active	Option indicating whether the queue is enabled.
   Application	Type of scoped application.
   Schedule	Support schedule that defines when the queue is available.
   Order	During routing, the order in which AWA considers the routing condition for this work item queue, in comparison to other queues.
   Short description	Brief explanation of the queue.
   Routing Condition
   Define condition here	Option that indicates a routing condition is to be applied to the queue. If checked, define the Condition mode and Work item routing condition.
   Condition mode	Type of condition for routing work items in the queue. Simple: Specify a routing condition using the condition builder. Advanced: Specify a JavaScript scripted condition.
   Work item routing condition	Condition that applies to routing work items to this queue. Use the condition builder to select routing conditions. The fields available for selection are based on the selected service channel. For the chat service channel, you can specify chat context variables in the condition builder by dot-walking to related context fields. For example, if you defined chat context variables that store pre-chat routing information, you can dot walk to those chat context variables in the condition builder. You can use the variables in routing conditions to specify where chats are routed.
   Script	JavaScript condition statement that specifies the work items to be routed to the queue. The condition must evaluate to true. This field appears only when Advanced is selected from Condition mode.
   Initial agent response	Message that users see when an agent accepts a chat. For example: Thank you for contacting support. I am looking into your question now and will be with you shortly.
   Max wait time message	Message that users see when a chat ends because the Max Wait Time has elapsed. This field is required if the Max Wait Time is greater than 0.
   Target wait time	Estimated time (Days or Hours, minutes, seconds) allotted for an agent to accept an item in the queue.
   Max Wait Time	Maximum amount of time that an agent has to accept or reject a chat request. After time runs out, the requester receives the No Agents Available Message that is defined in Agent Chat settings. Note: The Max Wait Time field is available after you associate the queue to the chat service channel.
   Chat Messages	For the chat service channel.
   Question	Initial phrase that users see when they start a new chat in the queue. For example: How can we help you?
   Confirm problem	Message to users acknowledging the chat request. For example: Thank you for contacting support. Someone will be with you shortly to assist you.

3. Select Submit for a new queue or Update to modify the queue.
   The queue is added to or updated in the Queues [awa_queue_list] table.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[raju11]

hi Sandeep,

thanks for the response, actually this was already configured but, now work items triggering to the agents, but my requirement is instead of triggering to each individual agent we need to trigger to all agents in the group

thanks,

Raju

[Maik Skoddow]

Hi

items only can be assigned to individual agents. If the agent rejects then the next agent will get item.

Kind regards
Maik

[raju11]

hi malik,

can we route the work item to the entire team instead of each individual agent?

thanks,

Raju.