Implementing Chat queue for HR and IT Agent workspace

[Vineet Yadav1]

Hi All,

We are trying to implement IT and Agent workspace.

For end users IT portal and HR portal are different.

As there are two workspace but interaction table is common for both.

We have two different team handling IT and HR end user queries.

How to route end user chatting on IT portal gets to IT support queue.

Same for HR portal end user chat should get to HR support queue.

One way that i know is using pre chat survey is there any other way also ?

Thanks in Advance.
 

[Musab Rasheed · Accepted solution]

Hello,

There are two portals

Service portal - Generally accessible for All and IT tickets are handled through that and have seperate chat functionality which IT team can only handle. You can use either Connect chat or Virtual agent chat for this.

Employee Service center - Generally accessible for Employees of companies and related to HR queries and there is seperate Chat functionaility wherein you can configure chats to route to HR team accordingly. You can use either Connect chat or Virtual agent chat for this.

So in short it is possible to have two chats seperately for IT and HR.

Lastly, if you are using Agent Chat for both then you can easily control routing through AWA so please go through it.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0956028

https://community.servicenow.com/community?id=community_blog&sys_id=48e63bce1b4f01d0a59033f2cd4bcb3f

You will get lot of material about information I have provided you above so please explore.

Please hit like and mark my response as correct if that helps

Regards

[Vineet Yadav1]

Hi ,

Thanks for information.

Got one way to use Context.portal field in Queue definition which stores from which portal end user is chatting.

Regards,

Vineet

[Rajashekar 1]

Hello Vineet Yadav  in my case we are using ESC portal ITSM and HR people are using it so how to differentiate the queue from a single portal 

[Arjun11]

Hi @Musab Rasheed 

We are using Virtual Agent API and we were able to implement seperate queues and run by using context variables. However, we need to categorize the IMS into HR vs IT chats. We do not have any field on IMS that identifies whether the chat is HR or IT. I know we can use assignment group to identify them. But assignment group will be set, only if the chat got assigned to a live agent.

Since we are using VA API, we found "Provider Application" field is set for the IMS created via VA API. Hence, we tried to implement seperate provider applications for both of these kind of chats. But, this doesn't seem to be working.

Do you have any idea to identify HR vs IT chats, if we have a way, we can skip the method of creating new provider app.