How to trigger a email to supervisor when no agent are available for chat for more than 10 mins.
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‎02-27-2024 01:54 AM
How to trigger a email to supervisor when no agent are available for chat for more than 10 mins.
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‎02-27-2024 01:55 AM
Do you mean Agent chat ?
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‎02-27-2024 01:57 AM
@Community Alums Yes
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‎02-27-2024 02:26 AM
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...
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‎10-07-2024 07:36 AM
@BabySingh17 having the same requirement
were you able to move forward with it?
thank you!
