Virtual Agent Chat Queues - 2 queues with the same set of agents inquiry

[Suz Roque]

Hi, We just started using Virtual agent chat, we have a requirement where after a chat is not Accepted or Rejected, the queue/chat should go back to the agents 1 more time. 

I have created 2 Queues referencing to 2 groups with the same members in the group hoping that after going through first set of agents, they will queue again to the 2nd set though they are the same people but it  is not working. Can anyone  tell me if this is possible or if there is a better way to achieve this?

QUEUE 1 : Group 1 > group members A,B,C,D

QUEUE 2 : Group 2 > group members A,B,C,D

#chat #virtual agent

Our current setup

[AnubhavRitolia]

Hi @Suz Roque 

I don't think it would be possible.

At a time only 1 Chat Queue is Triggered. If no one respond to it, Thank you closing message is displayed to user saying unavailability of Agent.

Best you can do is increase the wait time of Live agent response so Agents have more time to Accept or Reject.

Explore 'sys_cs_live_agent_setup' table with existing record.

[Suz Roque]

Thank you @AnubhavRitolia do you know any other approach where the requirement can be achieved?

I need the chat to go back to agents one more time (2x in total) when the 1st chat is not accepted/rejected.

[AnubhavRitolia]

@Suz Roque 

What you can try is to trigger Live Agent Chat using Script from your Virtual Agent Topic before End of the Topic.