Chats waiting on the Agent Workspace

Thato Masingi
Tera Contributor

3 hours ago

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,

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3 REPLIES 3

Pavan Srivastav
ServiceNow Employee
ServiceNow Employee

3 hours ago

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. 

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M Iftikhar
Kilo Sage

3 hours ago - last edited 3 hours ago

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.

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