question Re: How to route live chat to different queue in Advanced work assignment in Virtual Agent, NLU forum

How to route live chat to different queue in Advanced work assignment

Kamer Taj — Wed, 22 Jul 2020 11:30:21 GMT

Hi,

How can i route live agent to different group when iam using AWA.

1.I created two topics for live agent support:one for HR portal and other for IT portal

2.in above topics i have passed specific sys_id from awa_queue(two queues i created ,one for HR and other fr IT)

let me know how to redirect to Hr agent from Hr portal and IT agent from IT portal

Re: How to route live chat to different queue in Advanced work assignment

Community Alums — Tue, 28 Jul 2020 04:34:58 GMT

Hi Sony,

You can follow below article to setup Live Agent Routing based on your conditions.

https://community.servicenow.com/community?id=community_video&sys_id=f4c3f09ddb9ed4906621d9d9689619a7

Please mark this comment as Correct Answer/Helpful if it helped you.

Cheers,

Hardit Singh

Re: How to route live chat to different queue in Advanced work assignment

Shubham Bongulw — Tue, 28 Jul 2020 04:45:31 GMT

Hi Sony,

AWA automatically routes work items to agents when you set the criteria for the agent's availability, capacity, and skills. With AWA, agents can access their work item assignments from their Agent Workspace inboxes.

AWA uses service channels to organize incoming work items, such as chats, cases, and incidents. AWA routes these work items to specific work item queues, such as the product chat, billing chat, VIP chat, critical cases, and IT support queues. You can set the capacity for an agent, which is the number of work items on a particular service channel that an agent may actively work on. You can set assignment rules to determine how AWA routes work items to a group of agents. If an agent rejects a work item, the item is rerouted to another agent.

Please refer below link to see more in detail-

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workspace/concept/agent-workspace-awa.html

Warm Regards,

Shubham Bongulwar

Please mark helpful or correct if it helps!!!

Re: How to route live chat to different queue in Advanced work assignment

Mehdi Brahimi — Mon, 22 Mar 2021 10:03:52 GMT

Hello,

Is their any update on this question ? did you achieved it ?

Thnx 🙂

Re: How to route live chat to different queue in Advanced work assignment

priyanka garad — Mon, 12 Jul 2021 09:43:03 GMT

Hi,

you can go through below video it will be helpful to resolve your issue.

in that explained how route live chat to different queue in advanced work assignment

https://www.youtube.com/watch?v=wa7wj-j8V64

Please mark helpful/correct answer

Thanks

priyanka