VA shows , No agent available although agent is available from workspace

[Drishti]

Hi there,

I have made an agent available from HRSD Workspace. 

And using another person when I tried to chat with this agent via portal, I am getting below mentioned error :

"There are no agents available at the moment. Please try again later.

Thank you for using our support chat"

Just for reference, I already have provided awa_agent and workspace_user role to agent.

Please anyone guide me, how can we resolve this issue , so that when I tried chatting to agent made available on HRSD workspace , didn't show me agent not available.

Thanks in advance 😀

[RaghavSh]

You need to check the conditions in "service channel", your issue is related to AWA. If the conditions are fine, then check the "Queues", "assignment rule and assignment group ". You will find Service channels in left nav and "Queues" will be a related list in your service channel.

If this config is fine then check "awa_agent_presence_capacity" table, is your agent showing available in this table.

Then check "awa_presence_state" tbale for all the state, if your service channel is selected for all the states.

If not, please add.

[Drishti]

Hi @RaghavSh 

Thanks for the reply.
I checked everything,All look goods to me.
But its still shows the same.
"No Agent found"

[RaghavSh]

@Drishti Can you share the screenshot from your portal are you trying to access the live agent topic or from the three dots on VA header.

Also the share the screenshot from "sp_agent_chat_config" table for your portal

[Drishti]

I am trying to connect with agent by selecting the available topics as from the three dots it shows , no agent available .

Also, from "sp_agent_chat_config" table , I can find two records for ESC portal ,so attaching both.