Live agent queue setup in virtual agent.

SonaliV
Tera Contributor

‎06-11-2024 05:15 AM

Hi,

 

We have a requirement to setup queue for different portal for live agent chat, we have two different portals HR and ITSM and there is common service channel chat and we want to setup 2 queues so that if user will select live agent support from HR portal, Interaction should go to HR queue and for ITSM portal chat should go to another queue, please let me know how we can setup 2 queues based on portal.

 

SonaliV_0-1718108086547.png

 

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2 REPLIES 2

Muralidharan BS
Mega Sage
Mega Sage

‎06-12-2024 05:33 AM

If you have two portals, then you can segregate it via context.portal like below

 

go to the respective queue and set the portal name accordingly, then you will see segregated list.

 

MuralidharanBS_0-1718195532204.png

 

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SonaliV
Tera Contributor
In response to Muralidharan BS

‎06-12-2024 05:37 AM

Hi,

 

How we can separate if we have one portal but two live agent support one for HR "HR live agent" and one for IT "IT live agent", and we want for if user will click IT Live agent it should go to another Queue and for HR Live agent it should go to another queue, please let me know how we can do this. 

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