VA now ASSISt - LIVE AGENT not transfer for Chat

[jaiho_rai]

Hi ,

I am getting an issue when try to transfer to live agent 

I tried almost all community suggestions and configured but won't work.

awa_queue, chat setup , make part of that group in Awa queue, everything much more , which I can't recall it but it won't work.

This is always getting into the false conditions

if(vaSystem.isLiveAgentAvailable()) {

vaVars.live_agent_available = true;

} else {

vaVars.live_agent_available = false;

}

})()

[J Siva]

HI @jaiho_rai 
Just checking—since you haven’t mentioned it in your query, have you made your agent profile "Available" in the SOW?

Regards,
Siva

[jaiho_rai · Accepted solution]

I have found the issue. In the "service channel—awa_service_channel" in the related list, the QUEUE tab is existed ,

If the order number of the queue records is the same, the system will not recognize which queue needs to be transferred, and it will be stuck on the same.

Always recheck this if all cases are working. 

1- Live Chat setup - sys_cs_live_agent_setup 

2- awa_presence_state 

3- If any active conversation is stuck, then kill the conversation [ sys_cs_conversation]

4-Queue Setup [awa_queue]-schedule and other details

5- The agent should be available in the workspace. 

6- Agent should have the appropriate role e.g role - awa_agent - To receive work items (AWA = Advanced Work Assignment).

7- Check the service channel[awa_service_channel] underneath the QUEUE tab—the order should be different 

8- In your VA designer flow use this in script - to connect with live agent 

(function execute() {

if(vaSystem.isLiveAgentAvailable()) {

vaSystem.connectToAgent()

}

})()

IN Short details need to validate -

1. Advanced Work Assignment.
   You’ll see options like:

   • Work Item Channels

   • Queues

   • Assignment Rules

   • Capacity Definitions

Key Configurations

1. Work Item Channels

   • Define type of work item (chat, interaction, case, etc.).

   • Example:

     • Channel = Chat

     • Table = interaction (for VA escalations)

     • Assignment type = AWA

2. Queues

   • Group of agents who can receive certain work items.

   • Example: “IT Approvals Queue” or “HR Support Queue”.

   • Linked to work item channel.

3. Assignment Rules

   • Decide which queue a work item goes to.

   • Example: If interaction.category = approval → route to Approval Support Queue.

4. Capacity Definitions

   • Control how many chats/calls an agent can handle at once.

   • Example: Max concurrent chat = 3.
     
     

   • Flow Example

     1. VA Escalates to Live Agent → creates a work item (Interaction record).

     2. Work Item Channel = Chat → routes through AWA.

     3. Assignment Rule looks at fields (like topic = Approval).

     4. Sends to correct Queue.

     5. Agent with capacity (defined in Capacity Definition) gets it in Agent Workspace

Main points to remembers :

• Work Item Channel = defines what type of item.

• Queue = defines who should get it.

• Assignment Rule = defines how it’s routed.

• Capacity = defines how many an agent can take.