How to display more advanced work assignment queues in Agent Workspace chat when using the "Transfer to Queue" quick action - Support and Troubleshooting

How to display more advanced work assignment queues in Agent Workspace chat when using the "Transfer to Queue" quick action Summary In Agent Workspace chat, when using the "Transfer to Queue" quick action, currently it only displays 5 active queues. There might be a need to display more than 5 if a service channel record has more than 5 queues associated to it.

Note:

In the agent chat when using the "Transfer to Queue" quick action, it will not show the queue the chat is currently in. In this scenario, the chat is in the "SNC Test - Service Desk" queue hence it will not be displayed as an available queue to transfer to.

For example, there are 7 active queues defined for the "Chat" Service Channel as seen below

but in Agent Workspace chat when an agent clicks on the "Transfer to Queue" quick action, only 5 queues are displayed

Release Orlando onwards

Instructions To increase the number of queues to be displayed in the "Transfer to Queue" quick action:

Create the system property of type Integer called com.glide.quickactions.maxresults.queue_transfer Set the value to be more than the number of active queues. For example, if you have 7 active queues, set the value to be 10 Save the changes and re-log in for the changes to take effect

Note:

Increasing the value of the above system property might result in having issues with the CSS style rendering if too many queues are displayed. The number of queues that can be displayed without the CSS style rendering issue depends on the size of the agent's browser window.

Result of creating the system property and setting it to a higher value

Related Links Create a quick action for Agent Workspace chat

Define a quick action parameter for Agent Workspace chat