Agent is not getting the notification that a new interaction is available even when the status is set to Available in Agent Workspace

[mahesh94]

When an agent is Available in Agent Workspace, and a user initiates a chat using Virtual Agent, agent does not see the work item. The user just gets a message saying 'Routing you to a live agent...'

Chat Setup

Chat Queue

Assignment Eligibility

[Community Alums]

Hi @mahesh@123 ,

This is because the Default value set in sys_dictionary table for assigned_to field on interaction table. Because of this, the interaction gets assigned to the user itself by default and Work Item (awa_work_item) record is never created.

So what you have to do is Remove the default value and any dependent fields set in assigned_to dictionary for interaction table.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[mahesh94]

Hi Sandeep,

Thanks for the reply,

Whenever we add assignment eligibility under chat queue, below error is thrown, and also there is no default value under assigned_to field in interaction table.

[Community Alums]

Hi @mahesh@123 ,

The user who is trying to make these changes , what are the different roles he/she has?

[Gajanan]

Hi @mahesh@123,

Check the below mentioned article may be this will help you

Link:https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0787998

Please let me know if it solves your query