How to set up Live Agent Routing with multiple queues based on VA Topic

[Neha Gupta4]

Hi All,

We have client requirement to route chat on the basis of VA topic. We have different agents for different areas. 

Please help me what changes i need to do in topic level and work assignment group.

I have created different Queue but not sure How can i set up context variables ? 

[Marcelle Howard · Accepted solution]

Hi Neha,

You will want to navigate to Chat Setup > scroll down to Context Variables > locate liveAgent_Queue variable. I am making the assumption that you are configured for Agent Chat/Agent Workspace for your fulfiller UI queues. 

You'll want to bring over this context variable to your VA topic(s) in the Live Agent Variables section:

Once you have the specific queue set per topic, you'll want to make sure you setup AWA with the Agent Groups and assignment rules (capacity/skills) within a particular queue.

Best,

Marcelle

[Chris D]

To add just a little more detail...

Within the topic itself, you can manually set - we'll say "hard code" - a queue in the LiveAgent_queue variable (pictured) which is the simplest solution if the topic will always default to one chat queue. Alternatively, if you wanted to be more dynamic, you could use a Script Action to set vaVars.LiveAgent_queue = 'queue name'

And then, open your chat queue, and set the Routing Condition to Context.Queue = [same value you set in the topic]

[Yasmin]

Thanks for this info about how to use live agent variables. 

Question: after I select the live agent variables and set them in the Properties section of a topic, what are the next steps? Does the variable pick up information about the topic where it was selected? or do I still need to set them up within the topic Script Variables section to give each live agent variable a value (as per Chris' note below)? Wasn't sure if those were optional or part of the process.
Thanks.