Virtual Agent chat not routing to Live Agent even though agents were Available

[Sirri]

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.

[GlideFather]

Hi @Sirri,

do you use and have you review your AWA queues?

[Sirri]

@GlideFather ,

What i need to check Please can you elaborate more.

Thank you

[GlideFather]

Sorry for unclear reply @Sirri.

I was referring to this thing called Advanced Work Assignment that has queues and based on these queues you can set schedules, skills, langauges and with all these in place you can route the best possible agent to attend the chat.

It requires a plugin that I don't have installed in my PDI, but you can check it in your instance, search for Queues in your instance to see if yes or not: 

If you have it available, then maybe you can try to review and create some routing in there, if you don't maybe you can consider setting this up.

And also, is it something that was working and suddenly stopped or never worked and now trying to configure it?

Let me know how it's going

[Sirri]

@GlideFather 

Thank you for your response, Queue also configured it's working fine but in case of one interaction only it is not reached to the live agent. 
Below is the entire scenario. Please check and share your thoughts.

We observed an instance where an interaction did not route to any live agent despite apparent available capacity and availability.

Environment/Settings

• Default work item size: 1
• Default capacity: 50

Agent Availability at the time

• Live agents online: 3
• None of the agents had ≥5 active interactions at that time.

Interaction Details (UK time):

• Chat opened: 2026‑03‑04 12:09:51
• System auto-closed (Abandoned): 2026‑03‑04 14:52:01
• Outcome: Closed – Abandoned by system (no assignment to a live agent)

Customer Concern
The customer has raised a concern that this interaction did not reach a live agent even though agents appeared Available and capacity should have allowed assignment.

Please share your thoughts what was the reason you can think apart from this.