welcome to the next video in this series of implementation guides for advanced work assignment today we'll be focusing in on context-based routing now the context referred to here is actually the context of a conversation that takes place prior to a chat being routed to a live agent to build the solution out these are the steps that are required and we'll be showing these in the video first we create a pre-chat survey then we set up the agent support groups and then we go ahead into advanced work assignment and set up the service channel and queues as required and lastly i'll be showcasing how to actually test this routing by the end of this video you should have a working solution that uses context to route chats to the appropriate agent using advanced work assignment so let's get into it so the first step in this process is to first build a context variable which is a variable that holds information that given by the user that we then use to use criteria to determine which queue to put that work into to do so we first go to the navigation bar and search for converse conversational interfaces we then click on home from the conversational interfaces homepage we click on chat settings at the top from the general settings tab we scroll down and see a section called conversation routing what we want to do is create a context variable so click on view all from this page we then go and click new as you want to define a new context variable to use in here all we need to do is set a name so for this instance i'm going to set it to be pre chat routing variable and you can see here the variable name automatically gets set and then all we need to do is save that record we do not need to fill in any of the other fields we can now click save and our new context variable has been set please remember the name of your pre-chat routing variable as this will be important later on in the video next up we will go ahead and create the pre-chat survey this survey is displayed to users on the virtual agent form prior to being routed to a live agent so we can ask them a question as to what the request involves to do so we return to our home page and go to survey designer from the survey designer i'm going to set the name to be pre-chat survey click on the configuration tab at the top scroll down and click yes on the chat survey option we then want to save these details so click on save in the top right corner and then return back to the design tab now in this use case we just want to ask the user if their requests relate to it or hr so we're going to give them a choice so drag and drop the choice option click on the cog and enter pre chat relating question and then we enter what our question is here what does your request relate to this will be mandatory and then we set the context to our context variable just pre-chat relating variable scroll down and you can see we've got the choice options here so choice one we're going to put down i t for choice two hr and then within our organization we only have these two options so i'm going to get rid of this the final choice from there we can close the properties and then save and publish the survey now that our survey has been created we want to add it into the virtual agent so what we do is return home and then go back to the conversational interfaces home and then again go into chat settings now from the general tab scroll down and you'll see underneath the conversational routines header pre-chat surveys so let's click on view all and then we want to define a new chat survey so we click on new down here we enter the details so let's say pre chat well routine survey we do not want to show a summary this is up to you um what it does if selected is that it presents once the user answers the question it presents a little summary asking if this is correct however in our use case if a user selects it or a job they probably don't need a summaries it's not a very complex question from there what we need to do is set our survey to be our pre-chat survey is identified down there and then we go ahead and save at this stage we want to go ahead and set up our agent support groups that are to be handling the incoming requests to do so we return home and we go to user administration and to the group section from here we want to create a new group one is name i.t chat support group now this it can be any group you may already have these groups existing today but one thing that you need to know is if your agents are going to be using agent chat or acting as live agents on servicenow they need the following two roles the first is awa underscore agent and the second is a role required to use the workspace which is agent underscore workspace under school user so please ensure that all your agents have these two roles in order to be able to use this functionality so let's save that and then go ahead and add a group member in this case we are going to add able tutor and now we have our i t chat support group what i'm doing now is i'm going to go ahead and set up the hr chat support group and i'll be doing exactly the same it set up as i did for the i t chat group instead of able tutor i'm going to add in beth england now we have created is two support groups that will be modern during the incoming chats for each of these areas with two different support agents the next step in this process is to set up advanced work assignment itself now the first step is to actually go ahead and set up the service channels so what we want to do is type in advanced work assignment and click on service channels now these two options come out of the box and what we want to do is click into it and we can see the chat service channel should look like this where it's based on the interaction table the type is chat and ensure that it is active this is the most important thing if you are just going with an out-of-the-box configuration it may have been set to inactive so please verify that it looks like this and then your capacity utilization that is up to your organization no needs and then we can see that the chat service channel is set up ready to go the next step in this process is to actually go ahead and create the cues so let's go ahead and set up the it support queue so we're going to go ahead and create a new record name that it support set the surface channel to chat and then under the condition mode what we're going to do is set the condition mode to simple and then for the work item routing condition this is where we actually define the criteria which means work gets entered into this queue so in this situation what we want to do is set use that context variable that we set using that pre-chat survey and ensure that when the user answers it that it gets rather into this queue so how do we go about that what we want to do is in the first field scroll down to show related fields click on that and then again open up the options type context and then go to the content interaction context fields from there what we need to do is scroll down until we see our context variable we see it here pre-chat routing variable so we select that change operator to is and then have the value be it submit that and your queue is created but it's not over yet we need to go back into this queue scroll down and define assignment eligibility so this is how thing like who should be managing the work that enters this queue and how we're going to assign it to people within that group itself so what we're going to do is quickly populate the agent assignment rule with one i already created we'll look to see what exists what that record looks like in a second along with setting our group to be the it chat support group that we created earlier so let's submit that now we have assignment eligibility set up and let's look into the agent assignment rule just briefly to show you what it looks like so when work enters the queue it's going to be routed to the i.t chat support group that we just defined and then within that group what we're going to do is assign it by whoever has the most capacity we're going to allow agents within that group to reject incoming work but not reassign chat items it once the time limit has been set we also do not have skills enabled so we will not be enabling skills there so with the set we've actually configured everything we need to be able to do context-based routing so let's test it out now what i have is two other browsers open one where i'm logged in as beth anglin and i've set her says to be available already on the left side of the screen we're going to have able tudor our i.t support guru who is also set to available within the agent workspace so with that i'm going to go in as myself and submit an hr request to do so i'm going to navigate to the service portal and set up a new conversation we can see that our pre-chat survey has is displaying and what we're going to do is say i have an i t related issue now this value here gets saved within our context variable and then what i'm going to do is actually go ahead and look for live agent support now they're going to say this to the user but if we open up our two agents who are currently working nothing in beth's queue let's show cable there it is we see the chat has come to able tutor because he's an i.t guru and we said that our request relates to it so let's go ahead and accept that we can see now that the chat has been related to able and he's able to resolve the request because it relates to it and he's a i.t guru now these chat pre-chat surveys can get a lot more complex and just a simple choice list and it's up to you how you want to use the context variables with to help route it this is only a very simple basic use case it's a note also now what we generally advise in terms of the best user experience for this context-based routing is to actually have the pre-chat survey asked after they ask for live agent support to help browse it um this is just the best in terms of user experience as they ask for a live agent and then you can do the routing from there to summarize you're able to really play this functionality to how every organization needs there's a lot of possibilities here and i hope this video helped have a good rest of your day