Anyone knows about Interaction table Queue field?

[Daniel52]

My client asked for this field (Interaction.queue) to show in Active Chat list in agent workspace. I added it to the columns. But then they are complaining that they are always empty. I checked all Interaction records and the Queue field are all empty. And the referenced table ( Interaction Queue) has no records. My question is where is this column being used, or in what process in Agent workspace/Virtual agent?

I think what they want to see is what Queue the Interaction record is in? is there other field for that instead?

Thanks!

[Nayan Mahato]

Hi Daniel,

The interaction table's queue field was getting used in "Interaction Logging, Routing, and Queueing" as a part of com.glide.interaction plugin.

However, Starting with the Paris release, Connect Support no longer receives enhancements or non-priority bug fixes. Consider moving to ServiceNow® Advanced Work Assignment and Agent Chat in the workspace to automatically assign chat requests and other work items to agents.

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/use/collaboration/concept/c_ConnectSupport.html

Table: interaction_queue, no more present in any of the OOB instance.

<sys_name>Interaction Queue</sys_name>
<sys_package display_value="Interaction Logging, Routing, and Queueing" source="com.glide.interaction">dc47a3831b2223005d0ea82fbd4bcba6</sys_package>
<sys_policy/>

>Interaction Queue is different from work item queue, which is part of AWA.
Interaction_queue is parent extends from connect support.

Currently supported AWA (awa_queue) table:
https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/advanced-work-assignment/reference/awa-queues.html
https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/advanced-work-assignment/task/awa-create-queue.html.

Hope this helps. 

Regards,

Nayan

[Daniel52]

Hi Nayan, thank you so much for your answer.

I'm hoping you can help me further with this.

So basically, their requirement is: in the Agent workspace, in the list of Interactions, they want to know from what Queue is that Interaction from. Is it anything related to the awa_queue you are talking about? and do you have an idea how can I relate that table to Interaction table like somehow adding a new field in Interaction table to display that awa_queue?

Thanks,

Daniel

[Nayan Mahato]

Sure , Daniel.

So you can go to the work items ( table name- awa_work_item) and you can see the Queue names over there.

So now, AWA is recommended to use.

The Agent Chat plugin (com.glide.interaction.awa) and functionality explained,
https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/workspace/task/configure-agent-chat.html

Please mark my answer as helpful if that solves your concern. Thanks in advance!

Regards,

Nayan

[Daniel52]

Marked it as helpful.

LAst question, I'm thinking of adding another Queue field in interaction table referencing the awa_queue. So that I can show that value within the Interaction list view. do you think there will be a problem with that?