Hello,
We have configured Live Agent using the Service Operations Workspace; however, we have a problem with it trying to assign agent chats to agents who are offline or unavailable. This is not expected behaviour, the expected behaviour is that it will only attempt to allocate chats to those agents who have a presence of available.
We have gone through the following knowledge articles to validate:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0787998
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0753173
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0955675
Everything seems to look correct. Does anyone have any advice?
Regards,
Nic
#liveagent #washingtondc #sow #agentchat #serviceoperationsworkspace
