Incoming chat didn't appear in Inbox of Agent Workspace

[dokhiem_nguyen]

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. 

[dokhiem_nguyen]

Hi @MS12, do you mean an agent has reached to maximum capacity of handling multiple chats? If yes, what is the default capacity of agent in Service Channel 'Chat'?

[dokhiem_nguyen]

Hi @all, is there anyone else who have met this issue case above? Please let me know

[komal16]

Any workaround for this I am facing the same issue , agents getting notification alert but when click on notification didn't found any chat

[Dennis Ford]

We are experiencing this currently although it is intermittent.  Our agents hear the inbox audio alert, but they are never offered the chat in the agent workspace Inbox.  When we check, we can see that the chat timed out and went to the next available agent.  We are trying to collect a HAR file to provide ServiceNow to troubleshoot.  

If anyone else has seen this and has a solution, we'd appreciate any help.  Thanks!

[FathimuthuB]

@Dennis Ford Was your issue fixed?