Virtual Agent - Agent Chat routing

[gabriel_sk]

Hello guys,

I am trying to setup the Virtual Agent routing to Live Agent queues based on customer input.

I can "easily" achieve this with "Connect Support" (chat_queue) by passing the queue sys_id in an Action expression using "vaVars.LiveAgent_queue". The customer selects the queue when prompt and Virtual Agent route exactly to that selected queue.

Same is not working with "Agent Chat" (awa_queue). The customer selection is ignored and the routing always point to the same awa_queue.

Do you have any suggestion on how I can have Virtual Agent route to awa_queue based on customer input/selection?

Thanks a lot!

[Community Alums]

Hi, You need to configure conditions in Advanced work Assignment.

[Chris D · Accepted solution]

I ran into this as well and it's very frustrating how poorly Agent Chat + Advanced Work Assignment is documented because it's considerably more complex than Connect Support, even if you want to use it in the exact same manner.

Sometimes for routing chats from VA, you don't need fancy routing - i.e. if somebody is in Topic A, the chat will always go to Queue A - and I think I got this working...

Some examples show a scripted advanced condition to route chats, but that seems utterly ridiculous to stoop to that complexity for something as simple as this. Let me know if this works because I've only tried it on a small scale with two chat queues.

In Advanced Work Assignment, create a chat Queue (and assignment eligibility ofc) and in 'Work item routing condition' (Simple Condition), select "Show Related Fields", then click again and select "Context => Interaction Context fields", then click it again and you will see all the Live Agent Variables from VA Designer which you should be able to use. At this point I just select "queue IS [unique friendly name]" - there's no point using the sys_id now since you have to define this variable yourself...

Speaking of which, now, go back into the desired topic of VA Designer, add the Live Agent Variable "queue" to the Topic, edit the topic flow, show Live Agent Variables, then set the value of "queue" to be [unique friendly name].

[gabriel_sk]

Hey Chris,

Thanks a lot, it works this way. 

[Jaseem ck]

I was working on this for weeks. Tried giving queue sys_id as default or using the live_agent_queue variable in topic. But it always seems to get routed to the lower order queue. Finally found this. This really sealed the deal. Thanks a lot!