Need Suggestion on Virtual agent chat bot

sandeshraut198
Tera Contributor

‎10-10-2024 09:50 AM

Hi Community,

 

I have one case, In which when TL is trying to transfer live chat to his team member, but unable to transfer.
The "Transfer" option is read only.
Could you please suggest on this?
Below is the issue:-

sandeshraut198_0-1728578926180.png

Thanks in Advance.

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3 REPLIES 3

jMarshal
Mega Sage
Mega Sage

‎10-10-2024 09:53 AM

This might happen if that team member is not "online/available" for chats, or they are at max capacity, or they don't have an appropriate skill defined in awa perhaps. Is this in SOW or Agent Workspace?

...also this doesn't seem to be related to Virtual Agent, but rather Agent Chat, yea?...or is the "TL" you speak of a VA bot?

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sandeshraut198
Tera Contributor
In response to jMarshal

‎10-10-2024 10:04 AM

Hi Marshal,
Team member is available and he does not have any pending chats with him. Only TL is unable to transfer live chats.

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jMarshal
Mega Sage
Mega Sage
In response to sandeshraut198

‎10-11-2024 08:26 AM - edited ‎10-11-2024 08:26 AM

& this TL can transfer to other agents fine just not this one? If so, I'd check AWA skill settings

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