Hello
I would like to ask if below underscored setup is possible in ServiceNow chat and if yes, how?
- Chat assigned to an agent should wait 30 seconds, after that should be transferred to another agent - this is known OOTB option we use now.
- Second agent gets 25 seconds to answer the chat.
- If the second agent does not answer the chat, it will be transferred to another agent with no option to accept it – we want to force it (chat is auto-assigned to an agent in the 3rd routing).
