Agent Workspace Chat says "No Chat Agents Currently Available" in Madrid

[J_nos1]

Dear All,

I wanted to test the Agent Workspace Chat (Inbox) but couldn't make it work, it says "No Chat Agents Currently Available".

I have checked all the relevant Community posts and docs on ServiceNow and made all the changes.

My admin and ITIL user has the Chat group, also activated the Available presence state on Chat queue, but still the same.

I have no idea what is wrong or what is missing.

Can you please help?

Thanks.

[Jeff Currier]

Hard to tell what all you have checked, but the two most common issues for me are:

1) Make sure then is an agent logged into the Agent workspace dashboard and their presence is Online and they are in the proper queue group

2) Make sure in the Agent workspace guides setup you have configured the "Live Agent Setup" to specify "Agent Workspace" for the appropriate fulfiller types.

Also, in testing I have had some issues when impersonating and my session being timed out (on portal side), so you can watch for that too.

-Jeff

[Alikutty A]

Hi,

Please check if you have setup Live Agent chat properly.Refer to its official documentation here. https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/live-agent/task/config...

The Global Fulfiller UI should be set to Agent Workspace

[J_nos1]

Thanks all for replying me.

Yes, all Fulfiller UI are set to Agent workspace (the global one as well).

My ITIL user is part of the Agent Chat Group and has awa_agent and workspace_agent and itil roles as well (any many others).

I have activated the Available presence state and of course on the Agentworkse i changed to available as well:

[Alikutty A]

So how are you testing it. Are you connecting to support using its link from portal. Did you try impersonating as a different user? You need to test as 2 different user: one is requester and other is the fulfiller.