Configuring time out/availability check for Live Chat handover

[Keszia]

We are using both Virtual Agent and Live Chat, and VA hands over to LC for agents to interact with users. There are two things I am trying to solve/change.

I have read through several documents and haven't been able to find a clear answer. Where can these settings be configured?

What is happening currently	What I want it to do instead
User is handed over to the LC wait queue from VA, idle time out setting closes the chat if agents don't accept the chat. User then has to re-join the queue to talk to an agent.	User is handed over to the LC wait queue from VA and remains in the queue until an agent accepts the chat. No time outs apply.
User is handed over to the LC wait queue from VA, agent was available when user requested to join the queue. While user is waiting in the queue, agent goes offline. User is kept in the queue until an idle time out setting closes the chat.	User is handed over to the LC wait queue from VA, agent was available when user requested to join the queue. While user is waiting in the queue, agent goes offline. User gets Max wait time message "No agents are available."

[Lynda1]

For the 1st one, this is the settings we have in the Assignment Rule. Our chat queue gets rather full sometimes

For the 2nd one, we have the process rule of, if a user got to live chat before chat closed, that user IS going to receive assistance.  Our chat closes at 4 pm, so if a user gets to the queue at 3:59, they will be helped.

If your team is insistent on that 2nd requirement, use the Max timeout setting in the queue settings.

[Keszia]

Thanks @Lynda1 - the second option isn't really going to work for the scenario I've outlined as the user will still be waiting in the queue until the max timeout is reached (if I'm understanding this correctly).

We do want to be able to support every user who requests help, but don't want to hold them in limbo if no one is available - i.e., a fire alarm evacuates the building during the workday and the whole team aren't available. We're basically wanting to know if there's a way the system can recheck once a user has joined a queue is someone is still available, if yes, keep them in the queue, if no, tell them no one is available and to try again later.

[Lynda1]

Unfortunately, if you are allowing a queue approach, there is no way for the queue to recheck availability of agents. It is once the user gets to the queue, the user is either helped or the time-out kicks in and informs the user that the chat is ending due to max time-out.

When we first implemented the AWA, I had one user sitting in the queue at the end of the day and end of chat hours.  I had to tell one of the leads to get someone back into chat to help that person.  or that person would have sat there for 4 1/2 hours. (our max time out)

[Keszia]

Thanks - what you've described is essentially what we're wanting to avoid, we don't want someone to be waiting for the timeout to kick in if no one is around. I'll pass this back to those asking for it. 🙂