Live chat session not showing up in agent workspace inbox (recognizes there is an agent available)

[Dan Shores]

HI All -

We are testing live agent and agent workspace, with the goal of allowing internal customers to communicate via the service portal with a live agent who is using agent workspace. I've been working on this for several days and think i have about 95% configured right; however, when impersonating the agent in agent workspace and initiating a chat as myself in the service portal the agent does not see the incoming chat. Before i was getting the message i configured when no agent was available; but now it is recognizing when i am logged in as the agent. As i understand it should show as a new work item for the agent to receive in the inbox. I have channels configured and all fulfiller UI are pointing to agent workspace. I should have roles assigned appropriately and shedule is currently available 24/7.

We are brand new to workspace and live chat, so i'm not sure where the issue could be between the two.

Please let me know what other information i can provide to help.

Thanks in advance!

Dan

[Ashutosh Munot1 · Accepted solution]

HI,

Is this the case when you logged in as a person other than a person from Assigned Queue? If you initiate it as a agent from this queue then it will not show an chat in agent workspace. 

I dont know why but if someone other than group member initiate it, it will work right?

Thanks,
Ashutosh

[Dan Shores]

Interesting! You are right, I am also available in the group associated to the chat queue. When i try to initiate the chat using a non-IT member it does work!

Thank you Ashutosh

Dan