Agent Chat wait until max time even when no Agents are available

[Daveedd]

Hello,

We have Agent Chat available to our customers with Virtual Agent currently disabled.  When agents are available the chat will wait for the 5 minute max time limit before giving the no agents available message.

However one quirk I've seen is when no agents are available the no agents available message is presented straight away.  Really we'd like it to wait in the queue for the 5 minute max wait so we have the opportunity to answer the chat and help our customers.

I found this forum chat which says what I describe is the intended behaviour, but no real clues as to what may be going on.  Any help would be appreciated.

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/agent-chat-should-not-display-no...

[Lynda1]

We have a crazy live chat queue and have the Target wait time and Max wait time set really high

[Daveedd]

Yeah the issue we're facing is if all agents are busy the chat is just instantly rejected with the message, so our wait time isn't coming into play

[Lynda1]

Are the Agents in the Available state?

[Daveedd]

No thats the issue, when no agents are available customers are instantly kicked out of the chat.  Really you want the customer to land in a queue so you have the opportunity to free up an agent and answer - just like any phone line.