Virtual Agent Multiple Queues for Advanced Work Assignment

[Ed Hefford]

Hi All,

Im setting up multiple queues in Advanced Work Assignment, that refer to my Live Agent handoff conversation.

The script for each queue uses the Live Agent variable 'LiveAgent_queue' and is setup like this:

(function execute() {

vaVars.LiveAgent_queue = 'Service Desk Queue';

vaSystem.isLiveAgentAvailable();

})()

Im not sure if Ive gone right here.

The setup I have is AWA is as follows:

I created another Service Channel for the 2nd chat queue per below. 

(function execute() {

vaVars.LiveAgent_queue = 'College Services';

vaSystem.isLiveAgentAvailable();

})()

Is this the correct thing to do? or would you have 2 queues in the one Service Channel with some filtering on them?

Thanks, Ed

[Chris D · Accepted solution]

Unless you have a very specific need for having multiple chat channels, just do all your chat queues in the one default Chat channel. Leave the default Chat channel filter (Type is Chat) - you'll be defining the filters in the queues themselves. The simple queue filters you'll need to match your topic setup (which is good) is 'Context.queue is [queue name set in VA script]'. i.e. Context.queue is 'Service Desk Queue' 

Since you're setting up from scratch, I'm going to presume you just want a simple configuration and maybe you don't know everything you want at the moment, so keep it simple that way. If it turns out down the line you find a real need to have another chat channel (I guess if you really wanted to change default capacity without using overrides...?), you can always move existing queues to it after the fact super easily.

[Ed Hefford]

Hey @Chris D,

Brilliant thank you, thats perfect. Now I understand how that part works! Thanks so much for taking the time to assist.

Cheers, Ed

[Mary Beth Hutch]

@Chris D 

I wonder if you can comment on a requirement I am trying to meet; I have an Agent Chat + Advanced Work Assignment setup, with three queues. The three queues are all prioritized with the same order. My requirement is to use the queues to "bin/categorize" incoming chats, but assign the chats in a first in/first out order. 

I am finding that AWA does not work this way; it seems to work down one queue, before moving on to the next queue, even if at the same order. 

Expectation of Assignment Order:

- Chat 1; received 6:05; Queue 1

- Chat 2; received 6:06; Queue 2

- Chat 3; received 6:07; Queue 1

Actual Assignment Order:

- Chat 1; received 6:05; Queue 1

- Chat 3; received 6:07; Queue 1

- Chat 2; received 6:06; Queue 2

Do you have any ideas/suggestions that might help me get where I need to be?