Virtual Agent - Live Agent Availability

[Nick124]

We are about to start Live agent for our Service Desk. The topic block is set so that where no agents are available the topic closes and the user gets the message that can be seen in "no agents available - transfer to live agent topic" attached image.

this is fine but doesn't work for us in the situation where all agents are either at full capacity or have selected "busy" for example.

The virtual agent in this scenario stays routing to a live agent which when no other agents are online (as in the scenario in the subsequent 2 images attached ) means the end user will just remain seeing this routing message which clearly isn't a good experience. How do we get this scenario to revert to the "no agent currently available" message so that I can add in similar text to the relevant topic.

[Lynda1]

It sounds like you are using Advanced Work Assignment?

If you go to Advanced Work Assignment / Settings / Queues / Select the queue name

Change the target wait time and max wait time.  Yes our times are high. We do not want our users to see Live chat closed message during the chat hours. Also, do not want the wait in the queue to time out.

The messages are on the same screen.

[Dennis Ford]

I think is is fairly common to allow for some wait time if all agents are at capacity and would be ok for them to wait in queue until an agent gets capacity back by ending a chat.  Your organization has to decide what that maximum wait time should be and configure that in the Max Wait Time on the queue.