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]

So the queue schedule is 7x24?

Fulfiller is on the agent workspace dashboard and state is listed as Online in the Inbox?

And the Advanced Work Assignment is set so that the Fulfiller UI it set to Agent Workspace and not Connect Chat?  You can only pick one, not both

And you are sure the user in the agent workspace is a member of the correct queue?  

[Ludo]

I was missing the "Assignment Eligibility" for my Queue..

It is working fine now.

I noticed that it is creating an Interaction record. I was wondering if we can use our own table instead.

[Alikutty A]

For chats, it is always mapped to the Interaction table. You can also use it for Incident, Case and Walks ups as channels on other tables.

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/administer/advanced-work-assignme...

[J_nos1 · Accepted solution]

Dear All,

Thanks for help, after configuring this part, started to work, i got this from a working instance 🙂

[Deepika Wahi]

Hi All,

I was trying this feature but I am unable to capture chat from portal to agent workspace I have created agent chat group and admin is part of it but he is not able to see the chat and on consumer portal when I a consumer is clicking live chat option message is routing you to live agent but nothing is happening . I have done the following configurations(snap shots below ). kindly help me with what is being missing here and why is it not working or how will it work.

Thanks 🙂