Can agents go Available to multiple Service Channels?

[Kenny Mitchell]

We would like to allow agents to be Available in multiple Service Channels.

Example:

- An agent is Available for WUA/IMS dispatches that are scheduled at a specific time. In this case the "IMS" records are impacting their capacity

-We also want an Agent to be available to receive Incidents that come to a specific queue. In this case, the "INC" records are impacting their capacity. 

We would like them to be able to toggle the availability on and off as needed, but not necessarily by switching full availability from one Service Channel to another. 

Rather, checking the box underneath a single Available Presence State. So when they are able to accept more INC / Non-Scheduled work, they can do so. But still be available for the scheduled work. 

Thanks,

Kenny

[SatyakiBose]

Hello @Kenny Mitchell 

So the ask here it to control the queues rather than the entire service channels. Am I right?

If that's correct, then unfortunately, that's something which we do not have any in any of the current releases.

The agents get to select an entire channel to be available on.

However, I feel with a strong and proper business justification this would be a good candidate for an Idea.

You can register an idea here - https://support.servicenow.com/ideas?id=ideas_list&sysparm_module_id=enhancement_requests

[SatyakiBose]

You might also want to check this KB article - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1002907

[Kenny Mitchell · Accepted solution]

We have actually found this OOB and just overlooked it due to a past configuration we had. 

You can simply add multiple Service Channels under specific Presence States, which allows agents to toggle which Service Channel within that Presence State they wish to be available for.