Agent Chat - Assign Interaction to all agents (First come / First Serve) or Restart Queue?

[Sam190]

Hi, 

I am currently setting up Agent Workspace and Agent Chat in my instance, and it's basically almost fully setup. I am having an issue with how interactions are provided to agents which seems to be a known issue that's been fixed in New York. Our instance currently uses Madrid. 

Here's the hi ticket for the issue: https://hi.service-now.com/kb_view.do?sysparm_article=KB0754172

The resolution would be to continuously clear the queue from the awa_work_item table or to increase the timeout time, but this isn't really a solution for us.

The OOTB process for Agent Assignment is the following:

1. User requests live chat with Agent.

2. Agent receives request in Agent Workspace, and if not accepted within a minute, it moves the chat request to another agent. 

This process is perfectly fine, but there are some issues that come with it. If no agents accept the request, the user will be stuck in an infinite wait-time of "Routing you to a live agent..." despite the fact that no agents can see his request anymore because they've all timed out. 

I would like to know if there's a way to get one of the following functionalities in place, I've searched all over and couldn't find a solution.

1. Once all agents reject the request, it would restart the queue; effectively trying to get another agent to accept it, instead of keeping it in limbo. (Possible Solution: OnChange Client Script or business rule to mark work item as cancelled, which will put it back to Pending Accept when the item state is set to Queued [No Agents Accepted])

2. If all agents reject the request, kick user out of chat queue and tell them to try again later. 

3. Assign a chat to all online agents, and whoever accepts first gets the chat (Timeout 1 hour)

Let me know if there's a solution that doesn't require scripting that I might have missed. I only need one of those 3 to work. 

[Sam190]

Created an event generator with a script action that will check a second time if the state is queued (usually takes anywhere between 20 and 60 seconds which is great). 

https://community.servicenow.com/community?id=community_question&sys_id=2f2e4110db3704d45ed4a851ca96...

[Meenal Gharat]

Hi Adrien ,

We are working on similar kind of requirement could please elaborate the process how it can be achieved.

Thanks in advance !

Regards,

Meenal

[Sam190 · Accepted solution]

Hi Meenat!

Of course I can.

1. Create an event in the registry for the Work Item table (awa_work_item). 

2. Create a Script Action that will be linked to the event above with the following code: 

// A small delay because state is set to queued when moving from one agent to the other
gs.sleep(5000) 

var gr = new GlideRecord('awa_work_item');
gr.get(current.sys_id); // Work Item ID
gr.query();

// Check if the state is Queued after 5 seconds of it turning to Queued.
if(gr.getValue('state') === 'queued'){
     gr.state = 'cancelled';
     gr.update();
}

3. Create a business rule that will launch the script action above when a work item is set to 'Queued'

When : Async on Update

Condition: State is Queued

Script:

(function executeRule(current, previous /*null when async*/) {
	gs.eventQueue('Check if State is Queued', current, gs.getUserID(), gs.getUserName());
})(current, previous);

Hope this helps!

[Meenal Gharat]

Hi Adrien,

Thanks for the response , i will try this on my instance 🙂

Best Regards,

Meenal Gharat