Hey Man, Great Videos i have been watching learning soo much .....i have a suggestion if possible could you please create a video on how we can schedule queues to open on certain days or time like everyday 7:00 amd to 19:00 and if any chat arrives after that it should go to some other queue.
Hi Tushar, You can define it under your Queues in SCHEDULE. You might have to create a new schedule for your needs otherwise you can use anyone of the OOB schedules. You can find your Queues under the Advanced Work Assignment -> Settings -> Queues. Please let me know if you have any further questions. Thanks for watching the video.
HI Hardit, Very informative demo ! I want to have 2 queues and , one of them shall have all the cases of the agents who either left the Org or are off shift or on leave. That queue should have all such cases . Any idea how to achieve it?
Hi Bandita, Apologies for delayed response. I think you can check in the in AWA record if the users are currently active in user table or not and you can redirect accordingly them to the respective queue. If you are using On-Call functionality and have built something to check if user's are on leave in ServiceNow, you can configure the same in AWA record. I hope that helps.
Hi Hardit. I want to route users to second queue after some time, for example 3 minutes. If agents is not available in first queue, system should wait for 3 minutes, then route to second queue. Any idea to achive this?
Hello Hardit.. I have set up awa in my customer instance ,target wait time is 10 seconds and max wait time is 20 seconds but when I initiate a chat from the portal it shows maximum wait time is 7 minutes or 10 minutes or sometimes 1 hour ..I am not sure from where its picking the time ..on the same instance we have connect chat also configured if its related
Hi Jagadevi, Thanks for watching the video. It could be due to the "Chat work item time out" scheduled job not running. Navigate to this scheduled job and make the "Run As" field empty and save it. This should fix the issue that you are facing.
@@HarditSingh Hello Hardit thanks for responding but when I open the scheduled job chat work item timeout I dont see run as option .. there is Run and options in the dropdown menu are daily, weekly , monthly , periodically, once, on demand, business calendar :entry start and Business calendar :entry end ..thats all
Hi Hardit, I was trying to use the same scenario incase if we have more than 2 queues. According to queue condition, if agents are not available in that queue. I was looking to the interaction should connect with one common channel. Can you help me on that. Thanks, Naveen.
Hi Naveen, You can create a third queue with higher order and no condition so that if no agents are in queue of lower order, it will automatically come in third queue
@@HarditSingh Thanks, that's worked. But, Is it possible to send a message to end user saying that 'There are no agents available in the specific queue. Do you want me to connect to the common queue(Basically English)?'(As a Decision Box). Note: With out using VA Designer
Hey Man, Great Videos i have been watching learning soo much .....i have a suggestion if possible could you please create a video on how we can schedule queues to open on certain days or time like everyday 7:00 amd to 19:00 and if any chat arrives after that it should go to some other queue.
Hi Tushar,
You can define it under your Queues in SCHEDULE. You might have to create a new schedule for your needs otherwise you can use anyone of the OOB schedules.
You can find your Queues under the Advanced Work Assignment -> Settings -> Queues.
Please let me know if you have any further questions.
Thanks for watching the video.
Hello Hardit, can you please advise which table the "current" variable is pointing to ? thank you
HI Hardit, Very informative demo ! I want to have 2 queues and , one of them shall have all the cases of the agents who either left the Org or are off shift or on leave. That queue should have all such cases . Any idea how to achieve it?
Hi Bandita,
Apologies for delayed response. I think you can check in the in AWA record if the users are currently active in user table or not and you can redirect accordingly them to the respective queue.
If you are using On-Call functionality and have built something to check if user's are on leave in ServiceNow, you can configure the same in AWA record.
I hope that helps.
Hi Hardit. I want to route users to second queue after some time, for example 3 minutes. If agents is not available in first queue, system should wait for 3 minutes, then route to second queue. Any idea to achive this?
Hello Hardit.. I have set up awa in my customer instance ,target wait time is 10 seconds and max wait time is 20 seconds but when I initiate a chat from the portal it shows maximum wait time is 7 minutes or 10 minutes or sometimes 1 hour ..I am not sure from where its picking the time ..on the same instance we have connect chat also configured if its related
Hi Jagadevi,
Thanks for watching the video.
It could be due to the "Chat work item time out" scheduled job not running.
Navigate to this scheduled job and make the "Run As" field empty and save it.
This should fix the issue that you are facing.
@@HarditSingh Hello Hardit thanks for responding but when I open the scheduled job chat work item timeout I dont see run as option .. there is Run and options in the dropdown menu are daily, weekly , monthly , periodically, once, on demand, business calendar :entry start and Business calendar :entry end ..thats all
Hi Hardit,
I was trying to use the same scenario incase if we have more than 2 queues.
According to queue condition, if agents are not available in that queue.
I was looking to the interaction should connect with one common channel.
Can you help me on that.
Thanks,
Naveen.
Hi Naveen,
You can create a third queue with higher order and no condition so that if no agents are in queue of lower order, it will automatically come in third queue
@@HarditSingh Thanks, that's worked.
But, Is it possible to send a message to end user saying that 'There are no agents available in the specific queue. Do you want me to connect to the common queue(Basically English)?'(As a Decision Box).
Note: With out using VA Designer