Hello Experts,
I am troubleshooting a routing issue where a Virtual Agent chat did not reach any live agent, even though multiple agents were shown as Available on the Chat channel at that time.
Issue Summary:
I would like to understand whether there is any configuration that restricts each live agent to handling only one chat at a time. For example, if there are 3 live agents, and each agent is already handling 1 active chat, will a 4th user’s chat fail to route to any live agent?
If this behavior is expected, could you please confirm where this limit is configured (e.g., AWA capacity settings, work item concurrency, or chat capacity)?
Additionally, I would like to understand other scenarios in which a Virtual Agent escalation to a live agent might not route, even when agents appear Available.
Your guidance on the relevant configuration areas and possible routing failure scenarios would be greatly appreciated.
