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]

Yes, that's expected ootb behavior.

You can think of it like Requester/Requested For - the first creates the request/interaction but they're requesting/looking for help for the second (which is the same by default).