Background: The organization currently utilizes a specific direct-link capability that bypasses automated workflows to connect users immediately with a human agent. To ensure this remains compatible with the "Gold Standard" Employee Center migration and modern Advanced Work Assignment (AWA), a technical investigation is required to reverse-engineer the current configuration (likely legacy Connect Support or a custom Global UI Script) and document the path for modernization Description : Requirement: Perform a deep-dive technical analysis of the existing live agent chat link and its backend routing logic. Live agent link here - https://cddev.service-now.com/ess_portal User Story: As a ServiceNow Technical Architect, I want to investigate the current technical configuration of the live agent direct-link, so that we can document the existing logic and plan for its migration to the Unified Virtual Agent framework. Acceptance Criteria (Gherkin): Given a functional direct-to-agent chat URL currently exists in the environment When a technical resource audits the instance configuration Then they must identify the entry point (e.g., UI Page, Processor, or Portal Widget) And document the backend routing mechanism (e.g., Connect Support Queue, AWA Queue, or custom Script Include) And identify any hardcoded system properties or custom URL parameters being passed.
