Best Way to Handle Adding More Agents to a Queue in Real-Time

Justin21
Tera Contributor

‎04-14-2023 06:07 AM

We have set up our queues for the chat service channel. 

We have 'Assignment Eligibility' records for the queues too that specify the groups that will receive the chat work items after a specified period of time.

 

My question is suppose that there are a lot of end users wanting to connect with an Agent for the same chat queue and there are not enough Agents in the groups associated with the Assignment Eligibility records who can provide support. What would be the best way to add more Agents to that queue in real-time? 

 

I know that ServiceNow has the 'Agent Capacity Override' functionality, but it would be preferred if we could add more Agents to the queue. 

 

 

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vinitha3
Tera Guru

‎04-14-2023 06:30 AM

Hello Justin,

 

Only way is to have agents(already added) within a group ie queue(s) assigned for a Service Channel.

Real time adding is not possible. 

We can either transfer to another agent or another queue.

 

Please note that, the agents should also have necessary roles/access to accept the chat etc. 

 

Thanks,

Vinitha

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