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‎12-20-2022 03:57 PM
Any Chat bot experts available? To set the mood, Agent Workspace and portal chat work fine in my PDI. In my work instance, set up is the same, but the chat bot does not connect to an available agent. When I open the chat bot in the portal, it shows there are active agents but when I select Live Agent Support, it gives the dreaded No Agents Available line. Any ideas to track this down? I am using multiple browsers for this exercise. Any directions would be appreciated.
Solved! Go to Solution.
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‎01-10-2023 01:38 PM
Well, SN technical experts have shown why they are experts yet again. The issue that was posted above has found a solution that is relevant to our instances but may be something to remember for others.
OOTB behavior for Interactions is for them to remain open after an Incident has been created. This means that the agent needs to go back and close that chat or it will remain open forever.
It seems that when we created a BR to close the Interaction once an Incident was created in the workspace, that the BR was causing the chat bot to no longer allow connection to the available agents. The chat bot showed agents available but once you selected Live Agent Support, the interaction (that would normally open for an agent) was closed and, thus, there was never an agent acceptance of the chat.
Once that BR was turned off, the whole process worked like a champ.
The moral of this story: When there are issues that suddenly show up with no obvious causes, check the latest fixes/improvements that were created in the system by your team.
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‎12-20-2022 06:24 PM
Hi @Marshall Day1 ,
On awa_queue record (awa_queue.do), under the Routing Condition section, check the "Define condition here" checkbox and leave everything blank.
And, make sure that the agent has the awa_agent and workspace_agent roles as well.
Also, Refer to this discussion : https://www.servicenow.com/community/hrsd-forum/always-displays-no-chat-agents-currently-available-i...
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‎08-28-2024 10:40 AM
I did both and yet not able to get the agents. When I manually create an interaction, it gets assigned. But I cannot see the availability of agents from the employee center chat. Its always "No Chat Agents Currently Available"
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‎01-10-2023 01:38 PM
Well, SN technical experts have shown why they are experts yet again. The issue that was posted above has found a solution that is relevant to our instances but may be something to remember for others.
OOTB behavior for Interactions is for them to remain open after an Incident has been created. This means that the agent needs to go back and close that chat or it will remain open forever.
It seems that when we created a BR to close the Interaction once an Incident was created in the workspace, that the BR was causing the chat bot to no longer allow connection to the available agents. The chat bot showed agents available but once you selected Live Agent Support, the interaction (that would normally open for an agent) was closed and, thus, there was never an agent acceptance of the chat.
Once that BR was turned off, the whole process worked like a champ.
The moral of this story: When there are issues that suddenly show up with no obvious causes, check the latest fixes/improvements that were created in the system by your team.
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‎08-28-2024 10:42 AM
Can you please let me know the BR that you disabled?
