Hi All,
I’m encountering a scenario in ServiceNow’s SOW chat feature.
Currently, when an agent misses an incoming chat, it is routed to the next available agent, which works fine when there are multiple agents in the queue. However, I have a scenario where there is only one agent available, and he miss the chat. Ideally, the chat should be routed back to that same agent, but it doesn’t seem to be happening.
Additionally, in cases where two agents are available, and both agents miss the chat, the chat just sits in the queue and doesn’t get rerouted to the first agent who missed it.
I’d like to understand how to configure or adjust the routing so that:
- If the only available agent misses the chat, it comes back to him to handle it.
- If multiple agents are available, and both miss the chat, it returns to the first agent who initially missed it, instead of staying in the queue.
Has anyone encountered this behavior or have any suggestions on how to achieve this?
Looking forward to your thoughts and solutions!
Thanks,
