Unable to handover virtual agent chat to live agent (Now Assist for HRSD)

[anurampalli]

Good afternoon!

I completed the Now Assist for HRSD essentials course.

I did this as part of implementing Virtual Agent to Live agent chat handoff. 

Ironically, all the labs worked for me on the student instance as well as demo instance except the VA to Live agent handoff.

I don't have access to the student lab instance anymore but I am still struggling to hand off the chat to a life agent logged into HR Agent workspace and set their status to available in the inbox.

I also checked the advanced work assignment service channels, queues, assignment rules and presence states. Everything is out of the box but properly configured. I granted roles the following roles to HR Tier1 group and HR group.

awa_agent 

interaction_agent 

sn_hr_core.basic 

workspace_user 

I have the following plugins installed on demo instance as per the on-demand course hands-on lab instruction:

 Now Assist for HRSD [sn_hr_gen_ai]
 HR Service Delivery Virtual Agent Conversations [com.sn_hr_virtual_agent]
 Now Assist Admin Console [sn_nowassist_admin]
 Agent Workspace for HR Case Management [com.sn_hr_agent_ws]
 Now Assist in AI Search [sn_ais_assist]
 Career Conversations [sn_egd_act]
 Skills Intelligence [sn_skills_int]
 Now Assist in Virtual Agent [sn_nowassist_va]
 Now Assist in Virtual Agent Designer [sn_vad_genai]
 Now Assist in Knowledge Management [sn_km_gen_ai]
 Knowledge Capabilities in UI Builder [sn_km_uib]
 Chat Summarization for Virtual Agent [sn_chat_summary]
 Catalog Conversational Coverage [sn_catalog_con_cov]
 Now Assist in Conversational Catalog Request [sn_now_assist_cr]
 Omni-Experience Standard Feature Set [sn_oe_sfs]
 Enterprise Service Management Integrations Framework [sn_hr_integr_fw]
 HR Service Delivery Advanced Integration with Oracle HCM [sn_hr_oracle_adv]
 Human Resources Scoped App: Core [com.sn_hr_core]
 Glide Virtual Agent [com.glide.cs.chatbot]
 Advanced Work Assignment for HRSD [com.sn_hr_awa]
 Sensitive Data Handling [com.glide.sensitive_data_handling]
 Glide Conversation Generative AI [com.glide.sensitive_data_handling]
 Human Resources Scoped App: Lifecycle Events for Enterprise [com.sn_hr_lifecycle_ent]
 Human Resources Scoped App: Employee Relations [com.sn_hr_employee_relations]
 Human Resources Scoped App: Employee Journeys - Parental Leave of Absence
[com.sn_hr_parental_journey]
 Advanced work assignment [com.glide.awa]
 AI Search Semantic Controller [com.glide.ais.semantic_search]

Clicking on Lifeagent support ends the conversation with the "no agents available" message (Screenshot attached.

I also tried duplicating the Virtual Agent and adding parameters like liveagent_application as 'hr'
liveagent_esc_pre_chat_category as 'General HR Inquiry'
liveagent_hr_topic_id as 'cdb3a98373011300b1b7e9c54cf6a787'
etc
as per the advanced condition on the OOTB 'HR Chat' queue (QUE00028).

No luck.

I am at sea - what am I missing? Any system properties? I am sure it is pretty obvious, but I don't see it 🙂

Any help or instructions much appreciated,

thank you and best regards

Anu