prioritizing chat queues for agents in Virtual Agent

[Dileep Raju]

In ServiceNow, prioritizing chat queues for agents in Virtual Agent or Advanced Work Assignment (AWA) can be achieved ?
Could Someone please help me how to set it up to ensure an agent prioritizes Chat Queue A over Chat Queue B?

[sanjay02]

Hi @Dileep Raju ,

To make an agent prioritize one chat queue A over another B, you just need to adjust the Order field in the Queue setup.

Here’s how you can do it:

• Go to All → Advanced Work Assignment → Queues
• Open each queue you want to configure 
• Set a lower Order value for the queue you want to prioritize

 For example:

• Set Chat A queue to Order = 500
• Set Chat B queue to Order = 1000

This ensures that AWA will route chats from the lower order queue (A) first, as long as the agent is available and meets the conditions.

Hope this Helps!!