Chats waiting on the Agent Workspace

[Thato Masingi]

Hello Everyone,

I have an issue with Agent Workspace.

Scenario:

Chats are hanging on the Agent Workspace but Service Desk agents are available.  

Kindly assist on how to resolve the issue.

Regards,

[Pavan Srivastav]

Can you check if this helps - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0997281

If not please raise a support case. 

[miftikhar20]

Hi @Thato Masingi ,

Chats hanging in Agent Workspace are usually due to presence or capacity settings. Please check the following:

• Ensure agents’ presence status is set to Available.

• Verify agents’ capacity is not set too low or reached maximum.

• Confirm chats are routed to the correct queue and that agents are assigned.

• Validate routing rules/conditions are correctly configured.

• Ask agents to clear browser cache or re-login to rule out local glitches.

• Review system logs for errors impacting chat routing.

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[Rafael Batistot]

 Hi @Thato Masingi 

These links might help you 

https://www.servicenow.com/community/developer-forum/no-chat-has-come-up-even-though-agents-are-avai...

https://www.servicenow.com/community/agent-chat-routing-and-sidebar/agent-chat-not-connecting-to-ava...