No chat has come up even though agents are available

[Rini1]

Dear all,

As part of Utah upgrade we have enabled agent chat, it was working fine until recently noticed that there were lot of closed abandoned chats. Then we figured out even though all agent available online still users are kept waiting and no agents notified with the option to accept or reject.

I have done the basic checks, AWA plugin enabled, All service desk members assigned with awa_agent role
Service channel 'Chat' is available and assigned to Interaction table. Couldnt find any issue with Assignment rule, Queue or agent capacity.

Did anyone faced these type of issues or am I missing something to check? Any guidance would be much appreciated.

Thanks

Rini

[pratiksha5]

Are work items getting created?

[Rini1]

When I checked the awa_work_item table I couldnt find any, last time the work item created for chat was on july 21st.

Irrespective of the state being accepted or rejected every chat should create a work item, am I right?

[pratiksha5 · Accepted solution]

Right before it routes through AWA a work item gets created. Check Presence state. Under Available make sure you select the correct channel. Also, the check box for Available to receive work items should be checked. If this is okay remove the schedule and check if creates a work item. 

If this helps please mark the answer helpful 🙂

[Rini1]

There were 2 active channels and thats the reason it was not working. After deactivating the incorrect channel it started to work. Thank you for your advice and guidance.

Rini