Agent Chat re-routing to the available agents

Aasrita
Tera Contributor

‎03-01-2024 05:04 AM

Hello All,

 

As per the existing configuration, we have 10 different queues based on the language. For example, if a German user raises a chat, the chat first gets assigned to German chat then English Chat, and then Global chat. For each queue, the waiting time is One minute.(eligible at)

 

Service_Desk_German_Chat - 0 seconds 

Service_Desk_English_Chat - 1 Minute

Service_Desk_Global_Chat - 2 Minutes

 

Now the requirement is if there is no agent present in a queue can we navigate to other queues without waiting for one minute for each queue?

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chetanb
Tera Guru

‎03-01-2024 05:11 AM

Hello @Aasrita 

 

Please try to create overflow queues - in which you add additional agent groups to the assignment eligibility within the queue. Once you have added the new agent group, will will define the "Eligible at" time, which is the time at which the work item should be offered to this group.

chetanb_0-1709298585576.png

It's not a direct match to your requested functionality, but if you set the "Eligible at" time to something small like 10/15 seconds it should work for you.

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/advanced-work-as...

 

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

Regards,

CB

 

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