Live Agent

ritu_saluja · ‎08-17-2023

Even when the Live Agent are available virtual agent is not routing to a proper queue and showing no agents available message. Please help me on this

SANDEEP28 · ‎08-23-2023

@ritu_saluja Create flow as below

Select chat queue -->

Set queue name --> put below script in below actual expression

(function execute() {
    if (vaInputs.select_chat_queue == "Payroll Case")
      vaVars.LiveAgent_queue = 'HR Payroll Chat';

    if (vaInputs.select_chat_queue == "Lifecycle Events")
      vaVars.LiveAgent_queue = 'HR Lifecycle Events Chat';

    if (vaInputs.select_chat_queue == "Talent Management")
      vaVars.LiveAgent_queue = 'HR Talent Management Chat';

    if (vaInputs.select_chat_queue == "Total Rewards")
       vaVars.LiveAgent_queue = 'HR Total Rewards Chat';

       gs.info('value of queue is '+vaVars.LiveAgent_queue);
  
})()

Connect to Agent --> put below script in below actual expression

(function execute() {
   vaSystem.connectToAgent();
})()

Also in the condition, you need click on on "Show Related Fields" --> Go to Context --> Interaction context fields and then select "queue". Put the chat queue name as value.

Do this for all chat queues

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Arpan Baishya · ‎08-17-2023

Hi @ritu_saluja,

A good place to start troubleshooting the issue would be to open the list of Interaction [table name - interaction] records. You could gather something useful there and then, work your way back to the conditions that you may have set on the Service Channel and Queue records.

ritu_saluja · ‎08-17-2023

Hello @Arpan Baishya,

Interactions are getting created for them but there are no work items for them.

Also interactions are in close complete state and in chat service channel the condition is that the interaction record state should be new, work in progress or on hold.

Arpan Baishya · ‎08-17-2023

How is the Virtual Agent determining the handover to the Live Agent? Is it based on a condition on the Queue record?

From my experience, it's always a good idea to set up clear, non-ambiguous routing conditions so that Virtual Agent knows exactly which group to route to. This is especially important when we are dealing with multiple queues and assignment groups under the same Service Channel.

ritu_saluja · ‎08-17-2023

Hello there are 4 different choices so I want to route to 4 different queues according to the choices made. so sometime it is routing correctly other times it is not routing even when the agents are available.