Agent Chat - Assign Interaction to all agents

[Bhushan Prabha]

Hi,
As per the oob Agent receives request in Agent Workspace, and if not accepted within a minute, it moves the chat request to another agent it is working fine, But We have a requirement that assign a chat to all online agents, and whoever accepts first gets the chat. 

Do you have any suggestion on how I can have achieve these?

Thanks a lot!

[Eliza]

Hi Bhushan -

This functionality is not possible today. As a potential workaround, you can create a "Global" group which contains all of your agents which is then added to the queue as an overflow group within the Assignment Eligibility related list on the queue. After adding this "Global" group, you then set the "Eligible at" value to the amount of time you want to wait until offering it up to the wider team.

Please let me know if you have further questions 🙂

[srvalw92]

Hi  @Eliza ,

How chat is been automatically assigned to another agent after 1 min if not accepted?
I have a situation where i need to assign chat to another group/Queue , if chat is not accepted by the current agent within 5 minutes.
Is that possible as of now? I searched a lot but didn't able to get solution for this.

Thanks

[Raju303]

@Bhushan Prabha @Eliza 

Any update on this Question or recent update on ServiceNow to Agent Chat - Assign Interaction to all agents

[srvalw92]

Hi @Bhushan Prabha , @Eliza ,

How chat is been automatically assigned to another agent after 1 min if not accepted?
I have a situation where i need to assign chat to another group/Queue , if chat is not accepted by the current agent within 5 minutes.
Is that possible as of now? I searched a lot but didn't able to get solution for this.

Thanks