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.

[Ankur Bawiskar]

Hi,

this configuration determines to which queue it should send first

It depends on different applications such as CSM, HR, ITSM, Global

left nav type -> chat and visit the module of Chat Setup under Collaboration application

https://docs.servicenow.com/bundle/orlando-performance-analytics-and-reporting/page/administer/live-...

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Joao Carlos1]

Hi Ankur,

Thanks for your reply but that doesn't solve my problem.

Imagine I have 10 queues, 1 for each country.

How can I tell servicenow if user is from location "France" open France chat queue.

Thanks a lot!

[Ankur Bawiskar]

Hi Carlos,

I don't think something exists out of the box for this

Not sure if this can be achieved using script

Some people have tried it previously; sharing the links if those help you

https://community.servicenow.com/community?id=community_question&sys_id=b491c369db98dbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=d2ef2622db329f80b2102926ca96...

https://community.servicenow.com/community?id=community_question&sys_id=76570769db1cdbc01dcaf3231f96...

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Ashutosh Munot1]

Hi,

In Advance work assignment did you put the condition?

Thanks,
Ashutosh