Transfer Agent to Selected Chat Queue

Gaurav Shirsat
Mega Sage

‎08-02-2022 03:58 AM

Hello 

I have requirement to Transfer the user to Desired Language Selected Queue as follow

find_real_file.png

Now after selection of this Language we have script action which transfers the user to chat i.e. OOB.

vaSystem.connectToAgent();
 
steps tried:-
Working:- 
  • vaSystem.connectToAgent();
  • vaSystem.connectToAgent('5d59069d1b4a455099c120a5604bcb37');//sys_id of english chat queue
Not Working :-
vaSystem.connectToAgent('c7d55d5a1b8ac150fe6985d7cc4bcb07');// sys_id of Spanish chat Queue
 
conclusion:- when I passed the sys_id other than English Queue "I am having Technical issue" error
 
Has anyone completed this kind of requirement earlier?
 
Thanks
Gaurav
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6 REPLIES 6

Community Alums
Not applicable

‎08-02-2022 05:01 AM

Hi Gaurav,

This is not possible as of now !!

As per this doc : https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/live-agent/task/configure...

It states, live agent transfers are assigned automatically to the appropriate agents through the Chat service channel in Advanced Work Assignment. You will not see options for specifying queues or choosing the fulfiller interface.

Also, I don't think it's possible OOTB to reference the queue from an interaction record (the latter table is what you're using when creating an inbox card in awa_inbox_layout). Perhaps you could try adding a new field to the interaction table, referencing the Work Item [awa_work_item] table. The Work Item table contains references to the interaction as well as the queue used. You would then be able to dot-walk from Interaction > Work Item > Queue.

(Note: You would first need to set a default value for the new Work Item field to reference the corresponding record for the Interaction.)

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

 

Lynda1
Kilo Sage

‎08-04-2022 09:09 AM

I count 3 different queues in this scenario. We only have two different queues and set vaVars.LiveAgent_application with the queue name before we go to the transfer topic block.

Example:

(function execute() {
vaVars.LiveAgent_application = 'itsm';
})()
 
Can't you simply set that LiveAgent variable to the queue name before getting to 

vaSystem.connectToAgent();?

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Gaurav Shirsat
Mega Sage
In response to Lynda1

‎08-06-2022 09:14 PM

Hello

I Have Completed this requirement. this is under client test, once its done will create article on this. and the way you have asked me to do/asking:- we can not pass anything as parameter to this vaSystem.connectToAgent() method such as sys_id, String..etc. Advance Work Assignment Queue plays vital role in this case.

Thanks and Regards

Gaurav Shirsat

ServiceNow Community MVP 2022

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Gaurav Shirsat
Mega Sage

‎08-23-2022 07:57 AM

Hello All,

This Requirement is completed and Tested successfully, working as expected as per demand from Service Desk Team.

by this weekend, will post Article on this. till that period of time, anybody need something on similar note, reach out to me.

Thanks!!!

Gaurav Shirsat : ServiceNow Community MVP 2022
https://www.linkedin.com/in/gauravshirsat/

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