Not able to get Chat request in Agent workspace ??

[JayD1]

Hi All,

I have configured Agent workspace in my instance but when I am trying to connect thorough the live chat agent from CSM or CSP portal I am not able to get any chat request in my mail box .

Agents role- awa_agent

CSM fulfiller UI -connect

when I am selecting Agent workspace in the CSM fulfiller UI in chat set up,i am not able to see live chat option in the csp or csm portal.

Please help me i got stuck here.

any help would be appreciated !!!

Thanks,

Jyoti

[JayD1]

HI Alok,

yes ,I have added the user.

Regards,

jyoti

[Ashutosh Munot1 · Accepted solution]

Hi,

Try now. I changed few things and i am now getting chat:

Portal:

Things i changed:

1) Deactivated all Queue's for testing and kept only one active.

2) For Chat Service Channel and Product Support queue there was no Assignment Eligibilty. I added that. 

Thanks,

Ashutosh

[Nutan]

Hi,

Can you please explain what was the reason and how did you overcome that. I am trying to configure chat for CSM agent workspace but the available option is not there in workspace.:(

Thanks,

Nitu

[JayD1]

Hi Nitu,

you have to configure the assignment eligibility(related list) inside the preferred queue(for testing activate only one queue) and check the Agent capacity(related list) in chat Service Channel.

In collaboration > chat setup check all the fullfiller UI(mostly CSM and Global) has been set to  "Agent workSpace ".

Regards,

Jyoti

[Nutan]

Hi Joe,

Thank you for your response. I was logged in from admin, it worked after impersonating the member of the specific group (as suggested by you).

Not Sure, If you have used phone features as well. Please let me know If you have used so, then have you integrated any third party tool for the same?(to allow making calls from workspace)

Thank you.

Regards,

Nitu.