Move from Connect Support to Advanced Work Assignment and Agent Chat
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- UpdatedJan 30, 2025
- 3 minutes to read
- Yokohama
- Advanced Work Assignment
Move from ServiceNow® Connect Support to Agent Chat (live chat), which is the messaging system that agents use in Agent Workspace to interact with customers. Moving from Connect Support also involves using Advanced Work Assignment (AWA) to create the chat queues for routing chat work items to agents.
Before you begin
Role required: admin
As of Utah, Connect Support is deprecated. For similar capabilities, please move to Advanced Work Assignment and Agent Chat.
About this task
- Automatic assignment of chats and work items to agents based on criteria that you define, such as agent availability, capacity, skills, Agent Affinity, and variable work item sizing.
- Automatic queue overflow handling
- Chat timeout reassignment
- Native Chat surveys
- Supervisor features, such as Agent Whisper, that enable managers to join ongoing public customer chats with agents or send private messages to agents.
- Agent features, such as workspace inbox controls for viewing, accepting, or rejecting incoming chats.
If you are currently using Connect Support APIs, see AWA Routing API for information on AWA APIs.
Procedure
Troubleshooting suggestions include these common problems and solutions:
Problem: While using AWA, the chat remains in routing and is not offered to an available agent.
Solution: This problem may happen if AWA attempts to route the chat to a Connect Support queue. In this case, the interaction remains assigned to the Virtual Agent user and no awa_work_item record is created. A common cause of this problem is the Chat Setup entry for the chat’s application still being set to Connect.
Problem: When trying to route to a live agent, the requester is incorrectly told that no live agents are available.
- Queue conditions that depend on checking interaction fields or context were created on the interaction too late for routing.
- Chat service channel is not associated with the Available presence state. A common cause of this problem is deactivating and reactivating the Chat channel.
Debugging suggestions include these questions to consider:
Here are a few questions to ask and places to look if agents are not receiving chats:
- Does an awa_work_item record exist for the interaction? If it does not, is the Assigned to field for the interaction empty or is it set to Virtual Agent? If the Assigned to field is set to Virtual Agent, it is probably trying to use Connect Support.
- In the Chat setup, are the fulfillers set appropriately for each application?
- In the interaction_json_blob referenced by the interaction.context_document field, is the Liveagent_application variable set to the expected value?