How to auto-route self service users to specific Support Queues

based on a field value in CTM:People

Virtual Agent version 9.0.01

  • Identify the field ID number that will determine the Support Queue to which the user’s chat session will be directed. (For the purpose of this procedure, we will be using the Site field ID.)
  • The field ID for the Site field is 260000001
  • Go to the VA Admin Console
  • Go to Self Service Portal -> configurations

Change Forms Standard config in 3 places:

<request_alias>userprofilebyloginid</request_alias>

<request_alias>userprofilebypeopleid</request_alias>

<request_alias>userprofilebyemailid</request_alias>

In each of these configurations, change:

<supportqueue</supportqueue>

To

<supportqueue>[cns:getfield id='260000001']</supportqueue>

In the case of the last one: <request_alias>userprofilebyemailid</request_alias>

The config for this actually has some customer data. This will need to be changed in our OOB data. I’ll file a defect for it. This one needs to be changes from:

<supportqueue>[cns:getfield id='1000005694' default='YUM']</supportqueue>

To

<supportqueue>[cns:getfield id='260000001']</supportqueue>

Save the Forms Standard form.

  • Go to Support Queues tab in the Chat Admin Console
  • Under Support Queues, create one Support Queue for each Site in the People form from which users will be accessing the Self Service Portal.
  • These Support Queues name need EXACTLY match the “Site” field values in the CTM:People form.
  • For Example:
  • We have end users who will be using the Self Service Portal (SSP) from 4 different sites:
  • 3PP - California – ARSI
  • 3PP - Berlin – CCC
  • Dreilinden
  • Hamburg
  • We would then create Support Queues for:
  • 3PP - California – ARSI
  • 3PP - Berlin – CCC
  • Dreilinden
  • Hamburg

  • We would then need to assign Support Agents to each Support Queue. We want California and Berlin to go to one set of agents and Dreilinden and Hamburg to go to another set of agents. In this case, the Agent set that was assigned to the California and Berlin Support Queues would be identical. And the Agent set that was assigned to the Dreilinden and Hamburg Support Queues would also be identical. (see screenshots below)
  • NOTE: Before being able to assign Support Queue Agent, EACH Support Agent MUST log into the Support Agent Console (SAC) at least one time. Once an Agent has logged into the SAC, that Agents name would then be able to be selected from the table list when assigning Support Queue Agents. If the Agent has not signed into the SAC at least on time, that Agent name will NOT show up on the table list when assigning Support Queue Agents.

In the example below:

The California and Berlin Support Queues will be handled by Allen and Bob.

The Dreilinden and Hamburg Support Queues will be handled by Mary.

  • Make sure that the “Support Queues” and “Use Topics” check boxes are checked. (See first screenshot at top of document)
  • In the Chat Admin Console:
  • Go to the Integrations -> Incident Management tab
  • Click the “Ignore” radio button for “Chat Queue Assignment”

  • When all configs are complete, click “Apply”.
  • Refresh Servlets.

At this point, SSP users will be directed to the Support Queue based on their Site value in the people form.