how to connect live agent

[Sironi]

Hi All,

Please help me how to connect live agents

as sn_customerservice.customer role user i have loggedin on CSM portal and trying to connect with agent through Chat.

but all way it is showing no agent available .

I have installed below 4-plugins :

1. Agent Chat ,

2.CSM,

3. FSM ,

4.Orders for CSM 

[Kartik Sethi]

Hi @Sironi 

As per the screenshot, it seems you are on the San Diego version of ServiceNow. Is the Virtual Agent recently implemented or it was already there in prior versions?

• If it is recently implemented then you are performing the correct steps, but just ensure the agent of your group has status Available on Agent Workspace. When changing Presence State directly on the table ServiceNow automatically switches it back to Offline
• If Virtual Agent implementation was done in the prior version using legacy Chat Setup then please go to https://<instance_name>.service-now.com/chat_queue_list.do and see the fulfiller groups available and make the required agent online from Agent Workspace.

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Please mark my answer as correct if this solves your issues!

If it helped you in any way then please mark helpful!

Thanks and regards,

Kartik

[Sironi]

Hi Kartik,

This is My PDI . if you are interested to check you can 

I didn't do any setup for Agent chat. just trying to use existing one. Do i have to do any changes 

Chat Setup : 

Queue : 

Chat Queue: 

Customer side: its been 10min still showing Routing to Live Agent .

[Sironi]

CAn I expect any suggestions / Solution

[Kartik Sethi]

Hi @Sironi 

Please share your PDI credentials and I will have a look and get back to you.

Thanks and regards,

Kartik