Agent Chat - Send new Chat request to all available agents

[louissicko]

Hello,

im currently configuring the Agent Chat functionality.

After some testing I noticed, that a new chat request from a user gets displayed at only one agent and then cycles around one by one. Is there a way to change this? I want that a new chat request gets displayed at all available agents and when someone accepts the chat it gets hidden at the other ones. Is this possible?

Thank you and have a nice day.

[Abhishek14 · Accepted solution]

That's not how it works in Agent chat. 'Accept Chat' can not be broadcasted to all 'available' agents . It will honor your selected "Chat Assignment Rule" and relay request one at a time to all available agents.

You may try creating a notification which triggers to all available agents on workspace at the same time on a new chat arrival. ( as a workaround )
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0993567

[louissicko]

Hi, i have a Queue for the LiveChat with a dedicated group and so on. So its not possible to show the new chat for all agents available in that group in the Service Operations workspace? Only one by one?

[Abhishek14]

That's Correct, even if you configure a Queue(awa_queue.list) along with its Assignment Eligibility , it will still route chat one at a time to all available agents . It will not broadcast the "accept" chat option to all.

[louissicko]

Thank you for your time! I understand it now! Have a beautiful day.