Live agent and queue routing

[Joao Carlos1]

Hi there,

Sorry, if this is a basic question, i can't find the answer. 

I've been configuring the live agent chat and everything seems to work with 1 queue.

If i make two queues how does servicenow decide in which queue to route the users to?

My "service portal agent chat configuration" is OOTB

(function($sp) {
	return {
		live_agent_queue: $sp.getDisplayValue('sp_chat_queue')
		};
})($sp);

My needs are, being able to route the user to a different queue depending on user's location.

Thanks in advance,

Joao.

[Joao Carlos1]

Hi,

I haven't use Advance work assignment. Is this the way to redirect to a different chat queue depending on location? I only see assignment_group options depending on location but not chat queue depending on location.

Thanks!

[Ashutosh Munot1 · Accepted solution]

Hi,

So can you tell me which chat you are using?

1) Connect chat

2) Live Agent chat as below?

If second option then you need use Advance Work Assignment.

If first option then there is a different way to do this.

Thanks,
Ashutosh

[Joao Carlos1]

Ok thanks a lot, it is live agent chat.

[Community Alums]

Hi Ashutosh,

In your screen shot you have "Hallo Ashutosh" . What did you have to set the first name of user initiating the chat? 

 I am not using Virtual Agent. Only Agent Chat for Service Portal