question Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA? in ITSM forum

Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

YenGar — Wed, 06 Jan 2021 17:46:41 GMT

Hi all,

I am working in Agent Chat/AWA Agent Workspace. I am trying to find a way to set a limit on queued chats when the agents are at capacity to inform the end users that are trying to start a chat session that there are an influx of chats in the queue and if they'd like to try at a later time (or something along those lines). I haven't been able to find anything in properties, agent workspace set up or anything that would enable this to happen. Is this possible? If so, please give me some suggestions on how to go about this.

Thank you!

Yen

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

asifnoor — Wed, 06 Jan 2021 18:34:05 GMT

Hi,

I think it is more based on the timelimit than the limit on queued chats. Kindly check this link

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/advanced-work-assignment/reference/awa-queues.html

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

Pranesh072 — Thu, 07 Jan 2021 06:17:03 GMT

You can create a scheduled job which will check the work item state and inject a some message to that interaction for delay

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

YenGar — Mon, 11 Jan 2021 23:28:42 GMT

Thank you Pranesh,

I did end up injecting a message in the chat live stream. It'll work for now, maybe servicenow will provide something like that where we can limit the end user audience who can use live chat. It would be very helpful when rolling out this product.

It looks like this:

Thank you!

Yeny

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

Pranesh072 — Tue, 12 Jan 2021 05:25:59 GMT

Can you share your script maybe i can help you with message to look like system message similar expected wait message

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

YenGar — Fri, 15 Jan 2021 17:28:18 GMT

Hi Pranesh,

I hadn't seen your message, sorry for the late response! here is my script from the scheduled job.

var interaction = new GlideRecord('interaction');
interaction.addEncodedQuery('sys_created_onRELATIVELT@minute@ago@2^state=new');
interaction.query();
while(interaction.next()){
	var liveFeedGroup = new GlideRecord('live_group_profile');
	liveFeedGroup.addQuery('name', 'CONTAINS', interaction.number);
	liveFeedGroup.query();
	while(liveFeedGroup.next()){
		gs.log("LiveFeedGroup name: " + liveFeedGroup.name);
		//var url = "/ssp?id=sc_cat_item&sys_id=1496bfd84ff49b40a51b28928110c7ba&sysparm_category=2e296c194ff19300a51b28928110c79a ,_self";
		var conversation = sn_connect.Conversation.get(liveFeedGroup.sys_id);
		conversation.sendMessage("We are experiencing a high chat volume. If you'd like to try at a later time, please close out this chat session by clicking on the (X) at the TOP and select 'Yes' to end the conversation.");
	}

Thank you for your help!

Yen

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

Pranesh072 — Fri, 15 Jan 2021 17:37:08 GMT

can you try this one

conversation.sendMessage({
		body:"We are experiencing a high chat volume. If you'd like to try at a later time, please close out this chat session by clicking on the (X) at the TOP and select 'Yes' to end the conversation.",
		system: true
	});

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

Pranesh072 — Fri, 15 Jan 2021 17:37:38 GMT

can you try this one

conversation.sendMessage({
		body:"We are experiencing a high chat volume. If you'd like to try at a later time, please close out this chat session by clicking on the (X) at the TOP and select 'Yes' to end the conversation.",
		system: true
	});

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

YenGar — Fri, 15 Jan 2021 18:07:50 GMT

Thank you Pranesh! It looks like this:

It looks better than the one I had previously!

thank you,

Yen

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

Pranesh072 — Fri, 15 Jan 2021 18:18:20 GMT

happy to help you

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

Sebas Di Loreto — Wed, 27 Jan 2021 17:33:09 GMT

Yengar, thank you for this script. Pretty cool.

I think it will be better if you use the live_handoff_time time rather than the sys_created_on on the second line.

I am saying this because I have a pre-chat questionnaire on every chat and the end user could take more than 2 minutes to fill it in. The live_handoff_time reflects the time the interaction is passed to AWA to be routed and that is the real time the end user feels as "waiting".

Is it clear?

Re: Is there a way to set a max capacity of queued chats in Agent Chat/AWA?

YenGar — Wed, 27 Jan 2021 18:18:39 GMT

Hi sdiloreto,

Thank you for the suggestion and makes sense! We have a pre-chat survey as well with just a couple of questions depending on what the user selects so I don't think it would take long for them to fill it out... however, i should not underestimate anything! I think your suggestion makes perfect sense and I will update the query on the gliderecord and see how that works.

Thank you!!

Yen