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Progressive chat pickup time after routing

st4n
Tera Contributor

‎04-10-2024 03:45 AM

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).
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