Virtual Agent routing based on skill level

[Andy54]

Hello, 

We are trying to set up the Chat interactions to route to agent based on skill level. The user picks a product from the input in the actual chat, this gets stored to a context variable and then a condition on the queues determines which queue should get run (each option has one queue) and Assignment Eligibility on the queue then routes this based on Agent assignment group to a particular group using the Skill determination rule. 
Not sure whether this is correct approach, but have not find any other one which would seem better. 

Then I am running Skill determination rules - however here I am encountering 2 issues. First, the Skill level does not seem to be taken into consideration at all. 
In the "Assignment Rules" I have dedicated record "Chat Assignment Rule With Skills " where "Enable Skills", "Evaluate skill level" and "Enforce Mandatory" skills are all set to true/checked. 
Found another property "glide.awa.skill_level.evaluate" which is set to false and protected. However I managed to change it through background script to check if this could be an issue. Regardless it does not seem to function.

Another issue that I am experiencing, on the "Skill Determination Rule" table (sd_skill_determination_rule) the context variable which is working in the Queues does not seem to be working here. Which is odd as both are mapped to the Interaction table. I found one reddit post that discusses the same issue however there is no answer, except that it seems like issue with some OOB functionality (https://www.reddit.com/r/servicenow/comments/h8f59c/skills_determination_for_advanced_work_assignmen...)

[sai shruthi]

Hi Andy,

I am facing the same issue. The condition seems to be working at the queue level but the same condition is not working when used in skill determination rule ( to assign request to an agent based on the context variable values).

Can you please let me know if you have found any solution for it?

Note: we only have one queue( one assignment group) , we just want the request to be assigned to agents based on their skills. 

Thanks in advance.

[Hiranmayee Moha]

Hi @Andy54 & @sai shruthi,

I do have same requirement. The chat is not routing based on skill level.

Kindly let me know if you have found any solution for it.

Thanks in advance!