VA live agents unavailable

Vedavalli
Tera Expert

6 hours ago

I made available myself available 

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but now assist va live agent is telling no agents available 

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1 REPLY 1

M Iftikhar
Mega Sage

5 hours ago

Hi,

This is a common issue in Virtual Agent and Live Agent setups. The "No agents available" message typically appears due to one of the following reasons:

  1. Presence Status Not Syncing: Even though you've set yourself to "Available", there might be a delay or sync issue with the presence status. Try toggling your status to "Away" and back to "Available" again.

  2. Skill/Role Mismatch: The incoming conversation might be routed to a specific skill or group that you are not assigned to. Please check:

    • Your user profile is assigned to the correct Live Agent Role.

    • You have the necessary Skills assigned that match the routing conditions for the conversation.

  3. Queue Configuration: Check the Live Agent Queue settings (Conversations > Queues) to ensure:

    • You are added as an eligible agent in the queue.

    • The queue is active and properly configured to route chats.

  4. Browser/Cache Issue: Sometimes, clearing your browser cache or trying in an incognito window can resolve temporary glitches.

  5. System Delay: Allow a few minutes for the system to update your availability status.

If the issue persists, please check your browser’s console for any errors (F12 → Console) and provide a screenshot for further troubleshooting.

Hope this helps!

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

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