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]

It's in the Assignment Rule (Rejection Handling > Timeout): Configure agent assignment rules (servicenow.com)

I agree that 15 seconds can be a good setting to maximize the potential of the chat being picked up as quickly as possible by somebody without sitting too long in one person's inbox - but only if your agents are actively paying attention. From my experience, there can be a couple second delay before the browser notification, so if an agent doesn't have their Agent Workspace window open and are prepared to click Accept within a few seconds, then you may create a very frustrating experience for your agents. So if your agents are managing chats as their primary job, it makes sense, but if your agents are managing chat to provide occasional secondary support, then I would advise against doing such a low timeout. I think the sweet spot in those cases would be 30-60 seconds.

[Lynda1]

I forgot we did increase the timeout to 30 seconds because of the browser scenario Chris mentioned.

Our Agents that are working chat, that is all they are doing. We have a very small support team, our chat and phone queues end up with a long wait so notice we have it setting the Agent to Available.  It took several adjustments to find the setting that works for us. Everyone's support setup will be different.