Assign Interaction to all agents in Agent Chat

[Raju303]

Hello Experts,

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 Available agents, and whoever accepts first gets the chat. 

Do you have any suggestion on how I can have achieve these? Please help to achieve this requirement

[Chris D]

You cannot do this - that's not how Advanced Work Assignment works; work items go to one agent at a time. 

Funny enough this is exactly how Connect Support worked (a much simpler and less robust chat application), but that is deprecated - replaced by AWA/Agent Chat several years ago - and it's not supported in the Next Experience so you should not be using it.

[Musab Rasheed]

Hello,

This is not possible.

[Lynda1]

As the other two mentioned, it is not possible.  I lowered the 1 minute down to 15 seconds.  looking for the next available person every 15 seconds works great for us.

[Community Alums]

Hi Lynda1,

how did you lower the timer?

can we remove the timer completely?

Thanks for the help in advance.

Regards,

Anu