Virtual Agent topic transfers the users to wron queue.

[Mukesh Khanna P]

I'm having two queues "queue-1", "queue-2" and "topic-1", "topic-2"on the virtual agent window. When the queue 2 is out of business hours and if the user select the queue-1 topic in the chat window, it is creating work item to the respected queue controlled using context variable. But if both the queues schedules are active and on same business hours, all the chats are transfered to the queue-2 by default even though if I controll using context variable.

Queue-2 is not contolled using any context variable, it is directly connected using vaSystem.connectAgent();

Can anyone help me to solve this issue, thanks!
@Virtual agent @SandilyaSridhar @Mark Roethof @Chris D 

[Chris D · Accepted solution]

When you say "Queue-2 is not contolled using any context variable", I understand this to mean that it has no Work Item Routing Conditions...? If this is the case, in most circumstances you probably want this queue to always be last.

Does Queue-2 have a lower Order than Queue-1? It sounds like because it's got no condition, it's getting picked up before Queue-1 simply because it comes first.

[Chris D · Accepted solution]

When you say "Queue-2 is not contolled using any context variable", I understand this to mean that it has no Work Item Routing Conditions...? If this is the case, in most circumstances you probably want this queue to always be last.

Does Queue-2 have a lower Order than Queue-1? It sounds like because it's got no condition, it's getting picked up before Queue-1 simply because it comes first.

[Mukesh Khanna P]

Yes @Chris D the queue-2 was not having any context variable and behaving like a accepter of all chats if no queue are available on the respected topic. I've controlled that queue with the work item rounting condition, now it is working as expected. I would say we are not having enough documentation for a beginner to easily understand virtual agent. It took almost 2 days to find this work item routing scenarios.

But I'm having another question for you, I know it is best practice to always have 1 service channel for "chat", but I'm curious to know how servicenow will behave if we have 2 or more service channel for chat. On clicking the topic how the live agent transfer will be routed to service channels and queues.

[Chris D]

Not sure offhand re: 2+ Chat Service Channels - never tried it myself. But I assume it should work since the configuration options seem to imply that you can have multiple since you can set an Order and a Condition.  I don't personally know of use cases of having multiple chat channels, but I can certainly imagine that they're out there.

[Mukesh Khanna P]

Hi @Chris D, one final question, the "opened for" field in the interaction records gets auto populated with "Opened By" value when the interaction is getting created from the work item. Is that the OOTB behaviour?