Hej, Remi here.
On our SN Instance we have multiple chat queues within the same Service Channel (all configured via Advanced Work Assignments).
We have it setup so that if a specific queue lacks any online agent, then we'll automatically assign the user (who's waiting in queue) to another queue.
I just got the question from one of our support agents on a particular chat, that was assign to him and his queue in error, as in, the VA clearly got information from the conversation that it should go to the other queue, instead it went to the wrong one.
So my question is, how do i see the full "steps" the chat went through? I would like to see if it even attempted to assign to the correct queue, and if that chat queue had any available agents at the time.
I feel this is lacking a bit from ServiceNow, to get a full picture of all the queues, and their availability and see the full flow of an actual chat (historical data).
Can anyone shed some light on this for me?
Thank you so much.
