How to trigger a email to supervisor when no agent are available for chat for more than 10 mins.

[BabySingh17]

How to trigger a email to supervisor when no agent are available for chat for more than 10 mins.

[Sohail Khilji]

Do you mean Agent chat ?

[BabySingh17]

@Sohail Khilji  Yes 

[Sohail Khilji]

Hope your using AWA too...

1. You can see the table > awa_agent_presence_query_history and this table get updated with the users last presence time and updates the record accordingly...

2. so you can create a business rule that triggers an event when the user is no online for X-minute.

3. That event in turn will send notification to the agents.manager field.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1001541

I hope this helps...

[teduard]

@BabySingh17 having the same requirement
were you able to move forward with it?
thank you!