If an agent rejects a chat how can it route back to the same agent if no other agent is available to accept the chat(Agent Workspace)?

[haridevan1]

If the agent clicks on Reject & there is no other agent available to route to. In this situation, how can we configure to get the chat routed back to the same agent who is available?

[Mary13]

Did you find a solution for this? It seems to be a very common scenario and might not have been accounted by ServiceNow's design.

[Antone King1]

Hi,

You can do that here Advanced Work Assignment > Settings > Reject Reasons and make sure Reassignable is true.

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/workspace/task/reassign-rejected-timed-out-work-items.html

Tone

[Rafal Rataj1]

ok, 

and is there any option to notify the end user that the chat has been re-assigned?

[MDAM]

Hello, I have question about rejected chats, would the rejected chat to in front of the queue or at the end of it if there is no available agent? thx