Incoming chat didn't appear in Inbox of Agent Workspace
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02-03-2023 01:05 AM - edited 02-09-2023 06:27 PM
Hi everyone,
I have an issue about Live Agent connection between user and agent via phone.
Scenario:
A user uses Now Mobile to contact Live Agent to address the issue. At that time, from agent's side, there's at least 1 available agent. The problem is when user tries to connect a live agent, the work item is routed to the right queue but the chat work item didn't appear in inbox for agent to accept/reject or sometimes agent can't hear the sound of new incoming chat. So, it makes user wait until timing out.
Has everyone ever experienced this case before? If yes, please let me know if there's any solution to fix it.
Thank you.
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02-03-2023 12:16 PM
I had this issue and the root cause was there were open interactions that was assigned to this agent. I had to close out all the WIP interactions then this agent could accept new chat request. My chat configuration is to route chat requests based on Most Capacity, although I haven't gotten a clear answer on what Most Capacity means. Escpecially if only one agent is online.
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02-03-2023 07:04 PM
Hi, @MS12. Do you mean the agent reached the maximum capacity of handling multiple chats? If yes, what is the default capacity (maximum chats) that an agent is able to handle simultaneously?
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02-06-2023 08:10 AM
Yes, that's what I meant. I still don't know the answer to what is the maximum capacity for an agent and if we can define that number. I looked at different settings, still no luck.
This is my own post with that question - still unanswered.
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02-09-2023 01:32 AM
Thanks. But in my scenario, the agent didn't have any WIP old chats or wasn't handling any WIP chat, they are available to wait for any chat request from user. When user tries to contact to Live Agent, agent heard the sound but the work item didn't appear in Inbox for agent to accept/reject the chat. So, the user had to wait for any agent in specified amount of time until timing out
