Hi All,
This concern was particularly arise from customer as an escalation.
As per customer, it has observed that Agents were not available when they were tried to approach via Chat option(Virtual Agent) from SP. As the chat was initiated, a message appears saying that "no live agents were available at the moment" however in the contrary, agents were available during that time but system gave an impression that virtual agents are offline or chat status is getting into a sleep mode due to no activity. Refer attached snips for more details.
There is no set timeline or pattern for this scenario & we are not sure if this is happening at any particular time
Thank you
