Dear all,
For Chat channel, I have configured Advanced Work Assignement with a queue set as external.
This triggers a sublow and action that forward the routing request to my thrird party routing system.
This third party system assign the work item to an agent, everything works fine.
But this works only, if there is a least 1 agent set as available in the Worskspace.
If I have no agent available, the chat plugin returns a message shown in the attached document.
This page explains that when a queue is set as external there is no check for agent availability.
"When Advanced Work Assignment is configured to use external routing:
- Queues do not check for available agents."
https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/administer/advanced-work-assi...
I also noticed that when I leave Third Party Provider field empty, the Chat Plugin doesn't check the agent availability. (but in that case, it doesn't submit the routing request to my third party system).
Did miss something ?
Best regards
David
