Agent is not receiving chat request in CSM/FSM Workspace

[swati swagatika]

The agent is not receiving any chat requests, even though they are marked as available. The OOB service channel, queues, assignment rules, and chat queues are all configured correctly in the instance. However, in the virtual agent, the "contact live agent" option is disabled every time, even when agents are available. Additionally, when the agent is available, they still do not receive any chat requests. The agent is part of the "Customer Service Support Group." Could you please provide a solution for this?

[Anirudh Pathak]

Hi @swati swagatika ,

Please have a look at the below article -

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0788321

[swati swagatika]

I have identified a solution to my immediate problem. However, I have faced recurring issues where, despite the agent's unavailability, the "Contact Live Agent" option remained enabled. Selecting this option resulted in the interaction being assigned to the virtual agent automatically. Furthermore, even when an agent was available, interactions were still routed to the virtual agent by default.

If you could provide guidance on the root cause or potential solutions for this recurring issue, it would be greatly appreciated.
Thank you.