Move from Connect Support to Advanced Work Assignment and Agent Chat

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 used for routing chat work items to agents.

Before you begin

Role required: admin

About this task

Moving to modern applications such as Advanced Work Assignment and Agent Chat offers features and benefits that are not available in Connect Support. These new capabilities include:

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 pre-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.

Procedure

Activate the Advanced Work Assignment and Agent Chat plugins if they are not currently active.
If needed, review your existing Connect Support chat queues and determine whether you want to create a similar set of queues for the Chat service channel in AWA.

Note: You cannot use your Connect Support chat queues in AWA. Chat queues for Connect Support are stored in the Chat Queue [chat_queue] table, while chat queues for AWA are stored in the AWA Queue [awa_queue] table.
In AWA, configure the Chat service channel and create the associated chat queues. You'll also set up agent work assignments.
In the Chat Setup form, specify Agent Workspace as the fulfiller interface for live chat and enable other live chat features.
1. Navigate to Collaboration > Chat Setup.
2. In the Global Fulfiller UI choice list or the Fulfiller UI choice list for CSM or ITSM, select Agent Workspace.
3. Consider enabling other live chat features, such as Agent Whisper. For details, see Set up Workspace Agent Chat.
4. Click Update.
Enable the chat client on your end user Service Portal.

Move from Connect Support to Advanced Work Assignment and Agent Chat

Before you begin

Role required: admin

About this task

Moving to modern applications such as Advanced Work Assignment and Agent Chat offers features and benefits that are not available in Connect Support. These new capabilities include:

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 pre-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.

Procedure

Activate the Advanced Work Assignment and Agent Chat plugins if they are not currently active.
If needed, review your existing Connect Support chat queues and determine whether you want to create a similar set of queues for the Chat service channel in AWA.

Note: You cannot use your Connect Support chat queues in AWA. Chat queues for Connect Support are stored in the Chat Queue [chat_queue] table, while chat queues for AWA are stored in the AWA Queue [awa_queue] table.
In AWA, configure the Chat service channel and create the associated chat queues. You'll also set up agent work assignments.
In the Chat Setup form, specify Agent Workspace as the fulfiller interface for live chat and enable other live chat features.
1. Navigate to Collaboration > Chat Setup.
2. In the Global Fulfiller UI choice list or the Fulfiller UI choice list for CSM or ITSM, select Agent Workspace.
3. Consider enabling other live chat features, such as Agent Whisper. For details, see Set up Workspace Agent Chat.
4. Click Update.
Enable the chat client on your end user Service Portal.

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Move from Connect Support to Advanced Work Assignment and Agent Chat

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Move from Connect Support to Advanced Work Assignment and Agent Chat

Move from Connect Support to Advanced Work Assignment and Agent Chat

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