Agent chat should not display no agent message when the agents is on a call

sanga2
Tera Contributor

‎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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8 REPLIES 8

SatyakiBose
Mega Sage
In response to sanga2

‎02-14-2023 08:36 PM

Hello @sanga2 

What is the max wait time defined in the queue ?

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Rahul Priyadars
Tera Sage
Tera Sage
In response to sanga2

‎02-15-2023 07:56 PM

Did u checked this setting First.

 

RahulPriyadars_0-1676519747871.png

 

 

Regards

RP

Lynda1
Kilo Sage
In response to sanga2

‎10-03-2023 09:27 AM

Lynda1_0-1696350368128.png

This is our assignment rule. we set the Agent to Available on time out.  The Auto-assign we do not have selected.

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Anurag Biswas
Tera Contributor

‎03-13-2023 08:40 AM

Did you manage to solve this issue?

 

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