Agent workspace chat not working

[Jack62]

Evening guys, I thought I had done the configuration for agent workspace on chat however there is something missing clearly. When I send a message to a service desk agent, and then impersonate him nothing appears in his workspace inbox. Screenshot below. Any thoughts?

[Muralidharan BS]

Hi Jack, 

Impersonating and testing won't work here, becz the chat is offered to the agents who are "available" before you impersonate the agent would be offline and no chat is offered to the agent. 

You have to test this scenario with two separate browser profiles or browsers. 

Thanks

[Jack62]

Hey Murali

Thankyou for the response. I have tried doing the test using two different browsers however I still get the error that no agent is available. from what I can see my queue is setup fine with two groups available 

The setup for groups includes two, my only question is what does Eligible at do? it is only one time field rather than eligible between, for instance?

[Jack62]

evening all

So, I now have agent workspace chat working, one final question.

When the end user initially opens chat on the portal they get a chat bot, during testing I click show me everything and click live agent support, is there an option to have that at the start of the conversation? in the fullness of time we will be using chat bot to route users to self service, KAs etc but for now it will only be used for live chat, we need that to be available from the start of the chat conversation.

Thanks

[Jack62]

Any thoughts guys and gals? On how to route a user directly to an agent on the portal, rather than the virtual chat bot?