Assign a chat to all online agents in a queue

[India T_]

Does anyone know how to configure assigning all agents a incoming chat in Agent Workspace, then first one to accept the chat can proceed? All other agents will notice the queue chat disappeared?

[Sean Eger]

India

You might have to set up an agent affinity rule, please see documentation link below.

docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/advanced-work-assignment/task/awa-set-agent-affinity-for-queue.html

[Eric Merkle]

@India T. This feature does not exist with Advanced work assignment. Since the goal of awa is to be smart and only assign based on agent availability, capacity, and skills etc. Please see this idea and vote it up. We review all ideas based on the customer's feedback. 

Eric  

[Chris D · Accepted solution]

As already stated, this is not possible with AWA/Agent Chat.

Just to add a little extra detail, this "assign-to-all" method was the only way that Connect Support worked, but Connect Support, while supported with Virtual Agent, is deprecated and has been replaced by AWA/Agent Chat so I can't advise you to use it. I understand the push to using individualized chat/work assignments based on availability and capacity, which is a big benefit of AWA over Connect Support, but unfortunately it came at the expense of a legitimate and potentially valuable assignment feature.

My advice with AWA would be to set a Max Wait Time and use short timeouts so that a chat doesn't stay in the queue of an inattentive agent for more than 30-60 seconds if possible. And you may want to set the "Timeout" Reject Reason to be "reassignable" so that, especially if there's only one or two active agents, it will loop through all the agents until the Max Wait Time is reached (we do 5 minutes).

[dcb]

Hi Chris, would you happen to know if there is an option to have auto answer on chats opposed to agents clicking accept?