Hello guys,
In our organization, we have a lot of different chat queues (using Connect chat) each chat queue is responsible for a different territory. Is there a way to customize the option in the menu on the chat window to change the chat queue base on user's territory. I have already applied this customization in Contact Live Agent topic, but will it affect this option here?
var gr = new GlideRecord('sys_user');
gr.addQuery('sys_id',gs.getUserID());
gr.query();
if(gr.next()){
if(gr.u_company_region == "29b37daadb09a7088f81199f299619d7"){
vaVars.LiveAgent_queue = "d75f2947db551fc00f8d4980399619c0";
if(vaSystem.isLiveAgentAvailable()){
vaSystem.connectToAgent();
}
}
1 ACCEPTED SOLUTION
The button is unfortunately tied to the global queue setting if you are using connect support. If you move to advanced work assignment and agent chat plugin, then you can benefit from AWA routing. In the meantime, here are some other ideas to consider for routing (my examples use IT vs HR):
Method 1: Adding a message to the greeting topic that allows employees to select if the issue is related to IT or HR. While this will work well to set the context quickly, I would not recommend it because it would create a less than ideal user experience. In orlando, there will be the ability to remove the chat support option from the VA client entirely.
Method 2:
Within each virtual agent conversation topic, you can define and associate the live agent variables for the queue to go to. This means IT topics can go to IT queues, while HR topics will go to HR queues.
Method 3:
The other important topic to consider editing is the fallback topic. In addition to running things like contextual search for KB articles and catalog items, you could also have the bot offer categories for the live agent handoff. In the VA designer, a script can associate each category option to the relevant IT or HR queue, and then automatically trigger the live agent handoff. For this logic, I would recommend a 'opt-in', i.e. the user should confirm they want to talk to a live agent prior to doing the hand off.
Method 4:
The last method is to create a explicit live agent support topic that users can select from the menu. This topic can offer categories like the fallback topic, or it can explicitly just ask for IT or HR. This method becomes a better option once you remove the live agent option from the (...) menu in orlando.
Additional details: https://docs.servicenow.com/bundle/newyork-performance-analytics-and-reporting/page/administer/virtu...
