Agent chat should not display no agent message when the agents is on a call
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02-14-2023 10:27 AM - edited 02-14-2023 10:27 AM
Hi All,
The chat interaction when initiated will redirect to all the agents whose status is available. However, when all the agents statuses are either away or on a call, then it will display that no agents are available to the users.
We need to tweak the logic so that even if the agents are on a call or status is away, it should not display no agents available message and end the chat, instead it should make the users to wait until the max wait time 5mins is completed and then display the message.
Please help me in tweaking this logic.
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02-14-2023 11:24 AM
Hello @sanga2
The expected platform behavior is that:
- If the max wait time is 5 minutes, and all the agents are busy or away, the system will wait for 5 minutes before displaying the message - no agents are available
- You can read about this in the product documentation here - https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/advanced-work-assignme...
- I would also recommend you to check this documentation here - https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/live-agent/task/configure...
Am curious to know that are you seeing a different behavior in the instance?
Are you getting the no agent available message before the max wait timer runs out?
Please refer to the below links as well:
- Message "There are no agents available at the moment. Please try again later" not triggered even aft...
- End users not getting the message "There are no agents available at the moment. Please try again lat...
- Set up Agent Chat
- How to notify the end user if no agent accepted the chat and hence chat gets cancelled automatically...
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02-14-2023 12:26 PM
HI Satya, thanks for the reply.
Are you saying that the expected behavior is that even if the chat of the agent is set to away and not available, the interaction is supposed to wait for until the max time out ends?
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02-14-2023 12:32 PM
Thats correct.
Once the max wait time value times out, the user would get the message that no agents are available.
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02-14-2023 12:48 PM
But in my current instance, if the agent status is set to away or any other except for available it is directly ending the chat for the user saying no agents available. Where to check this and modify this logic?
