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AWA

AkshatP22776230
Tera Contributor

an hour ago

I am trying to connect to live agent thorugh VA but it is not connecting though I am getting the interactions what could be the possible reason and also the solution

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vaishali231
Kilo Sage

an hour ago

Hey @AkshatP22776230 

If the Interaction record is getting created but the Virtual Agent is not transferring the conversation to a live agent, it generally indicates that the Virtual Agent handoff is working, but the Agent Chat/Advanced Work Assignment (AWA) routing is failing. Based on your screenshot, the Interaction is created successfully but moves to Closed Complete without being accepted by a live agent.

I would recommend checking the following areas:

1. Verify the Transfer to Live Agent Configuration

Open your Virtual Agent topic and inspect the Transfer to Live Agent node.

Ensure that:

  1. The correct Agent Chat Queue is selected.
  2. The queue is active.
  3. The work item type is configured correctly.
  4. Any routing conditions evaluate successfully.

A misconfigured queue is one of the most common causes of this issue.

 

2. Check Whether an AWA Work Item Is Created

Navigate to:

awa_work_item.list

Search for the work item associated with your Interaction.

  1. If no work item is created, the issue is likely between the Virtual Agent transfer node and AWA.
  2. If a work item exists but remains in Ready or Pending, AWA is unable to assign it to an agent.

 

3. Validate the Agent Chat Queue

Go to:

Collaborative Experiences > Agent Chat > Queues

Verify that:

The queue is Active.

The queue is associated with the correct work item type.

Agents are members of the queue.

Queue conditions are satisfied.

 

4. Verify Advanced Work Assignment (AWA)

If you're using AWA, check the following configuration:

Work Item Queue

Assignment Rule

Capacity Rule

Agent Channel

Queue Assignment

Also review:

AWA Diagnostics

to determine whether the work item is reaching the queue and whether routing is failing.

 

5. Confirm Agent Availability

Even if the queue is configured correctly, no transfer will occur if there is no available agent.

Verify that the agent:

Is logged into Agent Workspace.

Has their presence set to Available.

Has not exceeded their configured capacity.

Is a member of the appropriate assignment queue.

 

6. Check Required Roles

Ensure the live agent has the necessary roles, such as:

sn_awa.agent

sn_customerservice.agent (if using CSM)

sn_va_agent

workspace_user

The exact roles may vary depending on your ServiceNow release and implementation.

 

7. Review Business Rules or Flows

Since your screenshot shows the Interaction moving directly to Closed Complete, verify that there are no custom:

Business Rules

Flow Designer flows

Script Actions

that automatically update the Interaction state after creation.

Check the Activity and System Logs to determine what updated the record.

 

8. Verify Agent Chat Plugins

Ensure the required plugins are active, including:

Virtual Agent

Agent Chat

Advanced Work Assignment (AWA)

Customer Service Management (if applicable)

 

9. Review System Logs

Check:

System Logs > All

Filter for keywords such as:

Virtual Agent

Agent Chat

AWA

Interaction

sn_va

sn_awa

These logs often contain routing or assignment errors that identify the root cause.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb









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